Technical Account Manager

At Commerce, our mission is to empower businesses to innovate, grow, and thrive with our open, AI-driven commerce ecosystem. As the parent company of BigCommerce, Feedonomics, and Makeswift, we connect the tools and systems that power growth, enabling businesses to unlock the full potential of their data, deliver seamless and personalized experiences across every channel, and adapt swiftly to an ever-changing market. We believe in harnessing AI responsibly to unlock new possibilities, and we’re looking for individuals who use it intentionally to solve problems, accelerate outcomes, and expand what’s possible in their role. Our purpose is to help businesses confidently solve complex commerce challenges so they can build smarter, adapt faster, and grow on their own terms. If you want to be part of a team of bold builders, sharp thinkers, and technical trailblazers who shape the future of commerce, this is the place for you.

At Commerce, our mission is to empower businesses to innovate, grow, and thrive with our open, AI-driven commerce ecosystem. As the parent company of BigCommerce, Feedonomics, and Makeswift, we connect the tools and systems that power growth, enabling businesses to unlock the full potential of their data, deliver seamless and personalized experiences across every channel, and adapt swiftly to an ever-changing market. Simply said, we help businesses confidently solve complex commerce challenges so they can build smarter, adapt faster, and grow on their own terms. If you want to be part of a team of bold builders, sharp thinkers, and technical trailblazers, working together to shape the future of commerce, this is the place for you.

At Commerce we are looking for a Technical Account Manager based in Austin, Texas. In this role, you will operate as a key technical point of contact for 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.

• Support and grow a book of business, including enterprise and high-growth accounts, providing proactive, strategic, and operational technical guidance and consultation.

• Drive stability and growth within your book of business that increases your customer's revenue, drives customer retention, and improves NPS.

• Be a technical resource that helps maintain and optimise your customer's technical ecosystem.

• Collaborate with Product and Engineering teams to understand, influence, and prioritise new features and the Commerce Roadmap ensuring customer success.

• Develop and maintain Technical Account-level Run Books that document your customer's architecture on the

• Commerce suite of products 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 their priorities.

• Draw upon the collective knowledge within Commerce and the eCommerce and SaaS industries to lead technical best practice reviews with your clients, ensuring they maximise value from the Commerce platform and ecosystem.

• Partner with your clients to personalise information impactful to their Commerce store regarding maintenance, product feature releases, and future roadmap plans.

• Participate in recurring business reviews 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 their business objectives.

• Assist with high-severity requests or issue escalations as needed, and manage escalations through to resolution.

• 3+ years of experience managing the technical aspects of an enterprise or mid-market portfolio, or direct client consulting within a fast-paced SaaS or eCommerce environment.

• Ability to read and interpret JavaScript, HTML, and CSS; comfort with API logic (REST and GraphQL) and integration architecture — coding logic comprehension is essential, hands-on development is not.

• Hands-on experience troubleshooting APIs, GraphQL queries, and middleware integrations in a client-facing context.

• Strong understanding of eCommerce website optimisation and technical best practices.

• Familiarity with foundational eCommerce marketing channels (SEO, email, paid search) and how they interact with platform configuration.

• A customer-focused internal advocate, driven to support client growth throughout the customer lifecycle.

• Exposure to working closely with Design Agencies, App Developers, Project Managers, and Engineering teams.

• Excellent time management skills.

• Excellent written and verbal communication and relationship skills, including the ability to engage confidently at the executive level.

• Experience with the Commerce product suite is a plus.

• Equivalent professional experience welcomed in lieu of a formal degree — we care about what you can do, not just
  where you studied.

• Energetic, enthusiastic, and agile.

• Proactive, self-motivated, and goal-oriented — you identify issues before clients raise them and bring solutions, not just
  observations.

• Highly collaborative and driven, with the ambition to grow within the platform and take on increasing account responsibility over time.

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

(Pay Transparency Range: $77,044.00 - $130,295.00)

#LI-RA1

The national base salary range for this role is posted above in this job post.

Final compensation will be determined based on factors such as relevant experience, skills, qualifications and geographic location. We also consider internal equity to help ensure fair and consistent pay practices across our teams.

Where applicable, this role may also be eligible for variable compensation (such as bonus or commission), equity, and benefits in accordance with local policies. Details will be shared during the hiring process. We are committed to equitable and transparent pay practices that align to market data, internal equity, and individual contribution.

At Commerce, 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 are committed to creating an inclusive and accessible hiring experience for all candidates. If you require accommodations or adjustments at any stage of the recruitment process, please let us know and we will work with you to meet your needs.

Learn more about the Commerce team, culture and benefits at https://www.commerce.com/careers/

Commerce, along with many other employers, has become the subject of fraudulent job offers to hopeful prospective job seekers.
Be advised:
Commerce does not offer jobs to individuals who do not go through our formal hiring process.
Commerce will never:

• require payment of recruitment fees from candidates;

• request personally identifiable information through unsanctioned websites or applications;

• attempt to solicit money from you as part of the hiring process or as part of an employment offer;

• solicit money to complete visa requirements as part of a job offer.

If you receive unsolicited offers of employment from Commerce, we urge you to be extremely cautious and avoid engaging or responding.