Customer Implementation Manager

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 Implementation Manager
Australia - Remote
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 is a thriving global SaaS company and has been named a "Best Place to Work" in multiple offices!! We are looking for a Customer Implementation Manager. In this role, you will use your unparalleled project management skills to help our customers during the implementation of the BigCommerce platform. The right candidate will possess strong client relationship skills, the ability to communicate effectively, and the ability to help clients achieve launch milestones and build best in class stores for the ever-growing and diverse world of Enterprise and Mid-Market eCommerce.
In this role, we have a preference for a Australia based employee.
**To be considered a candidate you must be located in Australia**
** Work Authorization Visa Sponsorship cannot be provided**
What You'll Do

• Partner with client executives to execute strategy and provide timely updates on critical milestones
• Own developing and delivering project plans and business requirement documents to lead clients and partners to a successful launch within scope and on schedule
• Achieve and surpass client business requirements and timelines to successfully launch stores for BigCommerce's diverse Enterprise clients.
• Work with external stakeholders including client partners, project managers, developers, technical partners and executives in Enterprise and Mid-Market client organizations.
• Work with internal stakeholders including account executives, solutions architects and account managers at the close of sale or immediately after to provide seamless transition from sales to implementation.
• Overcome client obstacles by facilitating communication and advocacy with internal stakeholders.
• Provide best in class service reflected by client satisfaction survey scores and contribute to high Enterprise client retention rates.
• Acknowledge all client requests within standard service level agreements (SLAs), set expectations for resolution and resolve within agreed timeframe by collaborating with internal teams across the organization.
• Ensure seamless partnership with Account Management and Support teams in support of client success and longevity.
• Maintain professional communication and delivering world class service.
• Perform other duties and assignments as required.

Who You Are

• Bachelor's degree in computer science, business, management information systems, or organizational behavior related field or equivalent experience required
• CAPM, PRINCE2, or equivalent certification or equivalent experience required
• 1-3 years of experience in client implementation or project management within a fast paced technical environment required
• Have excellent written/verbal communication and client relationship skills, and experience communicating and negotiating with executive level decision makers and buyers
• Must have experience in eCommerce
• SaaS experience preferred
• HTML, CSS, API or object oriented coding experience preferred
• Diligent time management
• Proficient in Google/Microsoft Office and Microsoft Project, Smartsheets, LucidChart, Wrike or equivalent Project Management Information System (PMIS)
• Able to work well with technical and non-technical team members at various levels ranging from support to development
• Be confident and provide feedback to management that results in greater efficiency
• An ability to be flexible as well as a strong aptitude to adjust to change

This description is intended to serve as a summary of key duties and responsibilities and may not contain a comprehensive list of activities .
Compensation: Base Salary, 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 .