Account Manager

Account Manager

Commerce's mission is to help merchants sell more at every stage of growth, from small startups, to mid-market businesses to large enterprises. We focus on being the best ecommerce platform so our customers can focus on what matters most: growing their businesses.

We are equally passionate about growing our employee's careers and providing them an incredible experience as we rapidly expand across the globe. We empower our people and customers to build, innovate and grow, so together we can redefine the ecommerce industry.

We are seeking a highly motivated and experienced Account Manager to develop and manage strategic relationships with key clients. You will own both Feedonomics & BigCommerce, and B2C & B2B, and will own existing accounts within the segment and act as the point of contact to drive expansion and renewal for these accounts.

What You'll Do:

• Create and execute a systematic plan to identify, qualify, and build a robust pipeline of upsell and cross-sell opportunities within existing accounts for the suite of BigCommerce Inc products.
• Construct a detailed territory plan that outlines specific strategies, target accounts, and actions needed to exceed cross-sell and upsell quotas.
• Create and maintain detailed account plans that outline goals, key milestones, potential challenges, and growth opportunities for top accounts.
• Develop customized proposals, contracts, and presentations that effectively communicate the value of the company's offerings.
• Serve as the main point of contact for customer inquiries related to business requirements, ongoing projects, and issue escalation.
• Collaborate with internal teams and external agency partners to deliver seamless support and execute initiatives.
• Handle customer inquiries, problems, and complaints with a focus on timely resolution and high customer satisfaction.
• Lead regular business reviews with key accounts, presenting insights on usage, performance, and ROI.
• Track key account metrics, analyze customer engagement, and identify at-risk accounts.
• Maintain thorough and accurate records of customer interactions, proposals, and account details in CRM systems.
• You will not be responsible for prospecting to, or for managing a sales process for new accounts.

Who You Are:

• 5+ years managing complex B2B and/or B2C SaaS accounts, with a proven record of achieving retention and expansion goals in a subscription-based model.
• Demonstrated history of proactively identifying expansion opportunities within accounts and successfully driving renewals.
• Experience acting as the 'Quarterback' of a customer account, coordinating effectively with internal teams and external agency partners.
• Comprehensive knowledge of SaaS metrics, usage patterns, and customer lifecycle management.
• Exceptional interpersonal and communication skills to build trust, provide strategic counsel, and foster long-term relationships.
• Skilled at using data to drive decisions; experienced with CRM and customer success platforms.
• Adept at understanding complex customer needs, identifying pain points, and providing innovative, tailored solutions.
• Proven capability to negotiate effectively, aligning customer goals with company objectives.
• Experience with Global Accounts and Multi-regional Teams - Comfortable navigating cultural differences, time zones, and language barriers.