Technical Account Manager

| US +80 more | Remote
Employer Provided Salary: 58,329-90,000 Annually
Salary data is provided by the employer. Please note this is not a guarantee of compensation.
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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.

BigCommerce, named a 2023 "Best Places to Work" is looking for a Technical Account Manager.  In this role, you will operate as the lead technical point of contact for any and all matters specific to your customers and advise some of the most exciting and fastest growing merchants in eCommerce. By developing a trusted advisor relationship with key accounts, customer stakeholders and executive sponsors you will offer industry leading advocacy, drive client revenue growth, and help our clients Sell More!

What You Will Do

Manage a book of business, including Fortune 500 companies, where you will be responsible for providing our customers with proactive, strategic and operational technical guidance and consultation. Be a technical resource that helps maintain and optimize your customer’s technical ecosystem.Collaborate with Product and Engineering teams to understand, influence, and prioritize new features and the BigCommerce Roadmap ensuring customer success. Develop and maintain Technical account level Run Books that document your customer’s architecture on the BigCommerce platform as well as integrations with third party solutions and applications. Provide your clients with platform configuration support and conduct service reviews, focused on growth measures to mitigate case incidents. Work closely with internal Support teams for case oversight and management, ensuring your client’s cases are aligned in accordance with your client's priorities. Draw upon the collective knowledge within BigCommerce and the e-commerce and SaaS industries to lead technical Best Practice reviews with your clients ensuring they maximize the value from the BigCommerce platform and ecosystem.Partner with your clients to personalize information that is impactful to their BigCommerce store regarding maintenance and product feature releases, as well as future plans centered around the BC Roadmap.Participate in reoccurring business reviews (to Executive Leadership) of your book of business and recommend business plans that result in year over year growth.Communicate clearly the progress of monthly/quarterly initiatives to internal and external stakeholders.Evaluate your client’s technology environment and recommend apps, integrations, features and partners aligned to your client’s business objectives.Assist with high severity requests or issue escalations as needed, and manage the escalation through resolution.

Who You Are

  • 3+ years experience managing the technical aspects of an enterprise portfolio or direct client consulting within a fast paced environment
  • Experience with eCommerce consulting, APIs, headless ecosystems, HTML, CSS, and JavaScript required
  • Strong understanding of analysis of eCommerce websites for optimization and best practices
  • Experience 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) 
  • A customer-focused internal advocate, focused on driving growth throughout the clients life cycle
  • Exposure to working closely with Design Agencies, App Developers, Project Managers, and Engineering teams
  • Experience with the BigCommerce product is a plus
  • Bachelor’s degree in business, marketing, or computer science related field or equivalent experience required
  • Be outspoken and provide feedback to management that results in greater efficiency
  • Be ambitious, self-motivated, goal-oriented, highly collaborative and extremely driven

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

#LI-LP1

#LI-REMOTE

Not all candidates will be eligible for the upper end of the salary range (or have the minimum apply to them), but rather, the exact salary will be dependent on the successful candidate’s location, relevant knowledge, skills, and qualifications.

Targeted salary range

$58,329$90,000 USD

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.

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Candidate Location Eligibility:
Albuquerque, NM
Ann Arbor, MI
Atlanta, GA
Austin, TX
Baltimore, MD
Baton Rouge, LA
Birmingham, AL
Boise, ID
Boston, MA
Buffalo, NY
Charleston, SC
Charlotte, NC
Chicago, IL
Cincinnati, OH
Cleveland, OH
Colorado, CO
Columbus, OH
Dallas-Fort Worth, TX
Dayton, OH
Des Moines, IA
Detroit, MI
Fayetteville-Springdale-Rogers, AR
Greensboro, NC
Hampton Roads, VA
Hartford, CT
Houston, TX
Huntsville, AL
Indianapolis, IN
Jacksonville, FL
Kansas City, MO
Las Vegas, NV
Lexington, KY
Lincoln, NE
Little Rock, AR
Los Angeles, CA
Louisville, KY
Madison, WI
Memphis, TN
Miami, FL
Milwaukee, WI
Minneapolis–Saint Paul, MN
Nashville, TN
New Orleans, LA
New York City, NY
Ogden, UT
Oklahoma City, OK
Omaha, NE
Orlando, FL
Other US Location
Palm Bay-Melbourne-Titusville
Pensacola, FL
Peoria, IL
Philadelphia, PA
Phoenix – Mesa – Scottsdale, AZ
Pittsburgh, PA
Portland, ME
Portland, OR
Providence, RI
Provo, UT
Raleigh-Durham, NC
Reno, NV
Richmond, VA
Rochester, NY
Sacramento, CA
Salt Lake City, UT
San Antonio, TX
San Diego, CA
San Francisco, CA
San Luis Obispo, CA
Santa Cruz, CA
Seattle, WA
Spokane, WA
St. Louis, MO
Tallahassee, FL
Tampa Bay, FL
Tucson, AZ
Tulsa, OK
Washington DC
Wichita, KS
Wilmington, NC

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • Apache GroovyLanguages
    • CSSLanguages
    • ElixirLanguages
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • Objective-CLanguages
    • PHPLanguages
    • PythonLanguages
    • RubyLanguages
    • Salesforce ApexLanguages
    • ScalaLanguages
    • SqlLanguages
    • SwiftLanguages
    • TypeScriptLanguages
    • ErlangLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • ReactLibraries
    • ReduxLibraries
    • AjaxLibraries
    • AngularFrameworks
    • Angular.JSFrameworks
    • Backbone.jsFrameworks
    • DjangoFrameworks
    • DockerFrameworks
    • GraphQLFrameworks
    • gRPCFrameworks
    • HadoopFrameworks
    • KafkaFrameworks
    • MagentoFrameworks
    • Next.jsFrameworks
    • Node.jsFrameworks
    • React NativeFrameworks
    • Ruby on RailsFrameworks
    • SpringFrameworks
    • TerraformFrameworks
    • BigQueryDatabases
    • CassandraDatabases
    • DB2Databases
    • ElasticsearchDatabases
    • HBaseDatabases
    • HiveDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • SnowflakeDatabases
    • AWS (Amazon Web Services)Services
    • GitHubServices
    • GitLabServices
    • Google CloudServices
    • New RelicServices
    • SalesforceServices
    • AzureServices
    • Google AnalyticsAnalytics
    • TableauAnalytics
    • CanvaDesign
    • FigmaDesign
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • SolidWorksDesign
    • Adobe Creative SuiteDesign
    • AsanaManagement
    • ConfluenceManagement
    • Google DriveManagement
    • Google DocsManagement
    • Google SlidesManagement
    • JIRAManagement
    • Monday.comManagement
    • SmartsheetManagement
    • DrupalCMS
    • WordpressCMS
    • DocuSignCRM
    • SalesforceCRM
    • Salesforce CPQCRM
    • MailChimpEmail
    • SendGridEmail
    • FeedonomicsLead Gen

What are BigCommerce Perks + Benefits

BigCommerce Benefits Overview

We empower our employees to think big and do great work by offering a positive work environment and outstanding benefits.

For your health: We offer multiple national medical insurance plans including PPO and HDHP options. We also offer a PPO dental plan and vision insurance.

For your wealth: We offer a 401(k) retirement plan, a Health Savings Account (HSA), a Healthcare Flexible Spending Account (FSA), and a Dependent Care Flexible Spending Account (DCRA) as pre-tax benefits. We also offer company paid life insurance up to 3 times your annual salary, as well as company paid short-term & long-term disability insurance.

For your resilient self: We care about your wellbeing in addition to your health and wealth. To assist with that, we offer paid vacation leave (15 days PTO for hourly employees and open vacation for our salary employees). All employees receive paid sick leave, paid volunteer time, and a paid wellness day. We have multiple family benefits for caregivers including paid parental leave, newborn child sick leave, adoption assistance, and a flexible return to work policy. We also offer educational reimbursements, a free BigCommerce ecommerce store, and an Employee Assistance Program.

Last, but definitely not least, we like to enjoy ourselves at work. We have company-sponsored employee programs including Employee Resource Groups, culture clubs, even virtual events.

Culture
Volunteer in local community
We encourage our employees to give back to our local communities through volunteer work. BigCommerce provides two paid Charity/Volunteering Leave days per calendar year to all permanent employees.
Partners with nonprofits
Each year, the BC family partners with Partnerships for Children to help kids in the Austin area who have been taken from their homes and are living in protective custody during the holidays.
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Employee resource groups
Employee-led culture committees
Hybrid work model
In-person all-hands meetings
Employee awards
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Diversity employee resource groups
BEmpowered for women, non-binary people, and allies; BProud for LGBTQ+ and allies; B-United for Veterans and allies; BCinColor for people of color and allies; BigFamily for caregivers and alli
Hiring practices that promote diversity
Health Insurance + Wellness
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
National United HealthCare PPO & HDHP plan options with deductibles as low as $500, coverage up to 100% for in-network services and low monthly premiums
Life insurance
Pet insurance
Wellness programs
Team workouts
Mental health benefits
Financial & Retirement
401(K)
Company equity
BigCommerce offers equity to employees through a number of different occasions, including an annual equity performance review period.
Performance bonus
Child Care & Parental Leave
Generous parental leave
Family medical leave
Return-to-work program post parental leave
Company sponsored family events
Vacation + Time Off
Unlimited vacation policy
Generous PTO
Unlimited vacation policy for salaried team members and generous accrued time off policy for non-exempt team members.
Paid volunteer time
Paid holidays
Paid sick days
Flexible time off
Floating holidays
Bereavement leave benefits
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
We offer employees parking in a garage on the property.
Relocation assistance
Fitness stipend
Mother's room
Onsite gym
Professional Development
Job training & conferences
BigCommerce offers a variety of opportunities for learning and development from training sessions and workshops, to different conferences to attend.
Lunch and learns
Promote from within
Mentorship program
Career mentorship is available.
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Paid industry certifications
Personal development training
Virtual coaching services

Additional Perks + Benefits

We empower our employees to define culture in the areas of wellness and fitness, community & volunteerism, and team building through local culture clubs to help our employees connect. Our Employee Resource Groups (ERGs) support our diverse workforce through supportive, inclusive networks that help develop awareness and respect across the company. Additionally, we use programs to support our learning culture including our Learning Through Sharing Program, Lightning Talks, Lunch and Learns, Book Clubs, and guest speakers. We sustain our culture by understanding what drives our employees' engagement, measuring that engagement, and implementing initiatives to continue to make BigCommerce an even better place to work!

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