Customer Success Manager - Hybrid

BigCommerce'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 are proud to have been recognized numerous times for our product and workplace culture. We empower our people and customers to build, innovate and grow, so together we can redefine the ecommerce industry.
Customer Success Manager
Sydney, Australia
Summary
BigCommerce is disrupting the eCommerce industry as the SaaS leader for fast- growing, mid-market businesses. We enable our customers to build intuitive and engaging stores to support every stage of their growth.
BigCommerce, named a "Best Place to Work" in several cities, is looking for a Customer Success Manager. As a Customer Success Manager, you will represent BigCommerce while advising our eCommerce merchants, provide industry-leading advocacy, drive client revenue growth, and help our clients Sell More!
In this role, we have a preference for a Sydney Australia based employee who can work Hybrid/on-site.
**To be considered a candidate you must be located in Australia**
** Work Authorization Visa Sponsorship cannot be provided**
What You'll Do

• Be a trusted advisor, and drive adoption of partner and product solutions that provide value for your merchants through consultative selling techniques.
• Advise merchants on best practices to optimize their user experience, recommending apps, integrations, features, services, and partners that best align with their goals and objectives
• Responsible for driving revenue retention, upsells, and cross-sells within the pool of Enterprise Accounts
• Use consultative selling techniques to provide value to our merchants while recommending the appropriate solutions to take their business to the next level.
• Drive revenue for identified products, services, and solutions and improve retention rates through outbound cross-sell sales activities to merchants and strategic partners.
• Research and understand your client's industry and business in order to provide best practices, advice, and guidance to help them grow and achieve key strategic outcomes.
• Develop a thorough understanding of both BigCommerce (i.e. products, services, and value proposition) and of the key attributes of our most successful merchants
• Lead the resolution of key issues impacting customers, taking ownership of escalations when needed
• Develop and maintain accurate forecasts and effectively maintain detailed and accurate notes for all account-related activities to achieve goals and project KPIs.
• Conduct strategic business reviews with your clients to implement plans that drive their growth and achieve shared goals.

Who You Are

• 2+ years of experience required in managing an enterprise portfolio or direct client consulting and selling within a fast paced environment.
• Must have strong working knowledge/background of eCommerce and marketing ecosystem
• Excellent communication (written and verbal), persuasion, negotiation, presentation, and client relationship skills are critical
• Familiar with foundational online marketing principles and best practices in the following areas - SEO, Paid Search, Affiliate, Display Advertising, Conversion Tools, Email Marketing, Social Media, and content (i.e. blogging and videos)
• Excellent organization and time management skills and ability to manage sensitive client information and numerous details with ease
• Comfortable stepping into unfamiliar situations, developing creative solutions, deescalating critical issues, ensuring team members and clients are positioned for success.
• Familiarity with presenting individual and team based metrics to senior leadership teams
• Proficient in SalesForce, Gainsight, Jira, Microsoft Office Suite, and Google Apps.
• Bachelor's degree in business, marketing, computer science or related field or equivalent experience preferred

Compensation: Base Salary, Plus Commission, Plus Superannuation
Posted: 11, December 2024
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Diversity, Equity & Inclusion at BigCommerce
Our employees make the difference. At BigCommerce, we believe that celebrating the unique histories, perspectives and abilities of every employee makes a difference for our company, our customers and our community. We are an equal opportunity employer and the inclusive atmosphere we build together will make room for every person to contribute, grow and thrive.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the interview process, to perform essential job functions and to receive other benefits and privileges of employment. If you need an accommodation in order to interview at BigCommerce, please let us know during any of your interactions with our recruiting team.
Learn more about the BigCommerce team, culture and benefits at https://careers.bigcommerce.com .