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 is disrupting the e-commerce 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.
About Feedonomics
Ever wonder how products appear on Amazon or how Google knows what’s in stock nearby? That’s Feedonomics behind the scenes.
As a BigCommerce brand, Feedonomics is a leading product feed management platform that helps brands, retailers, and agencies list and optimize products across top ecommerce channels worldwide. We manage everything from onboarding to ongoing feed optimization, enabling our clients to scale faster with less effort.
Since 2014, Feedonomics has earned a strong reputation for our full-service model, people-first culture, and powerful technology—all rooted in a commitment to excellence.
The Enterprise Customer Success Manager is an individual contributor whose primary responsibility is to support Feedonomics customers in the areas of presale relations, customer relationship management, customer satisfaction and retention. In this role, you will be instrumental in driving the growth, retention and satisfaction across a portfolio of our largest customers. You will work closely with Sales, Product, and Operations teams to ensure the success of our Enterprise customers, identify opportunities for growth and advocate for customer needs internally.
What You’ll Do:
- Build and manage strong relationships with a group of 15-25 our most strategic, enterprise customers (up to C-level)
- Lead account strategy in partnership with Account Directors to create a white-glove customer experience aligned to the customer’s desired outcomes and priorities
- Provide proactive engagement, both in-person and remotely throughout the full customer lifecycle
- Plan, coordinate and be a core presenter on Business Reviews to drive meaningful, strategic conversations with key customer executives and decision makers to understand their goals and priorities and where Feedonomics can best support
- Identify and open new upsell/cross sell opportunities and execute appropriate hand off in a timely and efficient manner to the Sales organization
- Become an expert in Feedonomics systems; Feedonomics Platform, internal Sales CRM, and internal Zoho ticketing system
- Provide ongoing training sessions and product demonstrations with customers as new products and technologies are brought to market
- Drive Customer Retention & Support Commercial Needs
- Assist with challenging customer requests and escalate as needed to the appropriate team member (accounting; operations; sales; support)
- Support contract management and billing needs of the customer
- Collaborate with Feedonomics marketing team by collaborating on content for customer Success to ensure growth attainment and increased footprint.
- Acquire testimonials, case studies, and logos from satisfied customers, ensuring that all assigned accounts are engaged in accordance with our established requirements
Who you are:
- 5+ years direct experience in sales; customer experience; customer success; retention; Success; SDR and/or account management;
- 3+ years eCommerce experience - preferred
- 10+ years professional experience
- Excellent problem-solving, organizational, analytical skills, curiosity, and out of the box thinking
- Proven experience interacting with customers on a variety of topics including business and product strategy/design, technical guidance and long-term product roadmap
- Exceptional presentation skills and the ability to lead strategic conversations with customers.
- Ability to create informational marketing content for customers
- Analytical mind who can convert metrics into action item
- Bachelor's Degree - preferred but not required
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Diversity, Equity, and 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.
Protect Yourself Against Hiring Scams: Our Corporate Disclaimer
BigCommerce, along with many other employers, has become the subject of fraudulent
job offers to hopeful prospective job seekers.
Be advised:
BigCommerce does not offer jobs to individuals who do not go through our formal hiring process.
BigCommerce 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 BigCommerce, we urge you to be extremely cautious and avoid engaging or responding.
