**Experienced Global Account Manager - Remote - Ecommerce Platform Growth and Customer Success**

About BigCommerce BigCommerce is a leading ecommerce platform that empowers merchants to sell more at every stage of growth, from small startups to mid-market businesses and large enterprises. Our mission is to help merchants succeed in the ever-evolving ecommerce landscape, and we're passionate about growing our employees' careers and providing them with an incredible experience as we rapidly expand across the globe. We're proud to have been recognized numerous times for our product and workplace culture, and we empower our people and customers to build, innovate, and grow together. Our commitment to innovation, customer satisfaction, and employee success has made us a leader in the ecommerce industry, and we're excited to welcome a talented Global Account Manager to our team. About the Role We're seeking a highly motivated and experienced Global Account Manager to develop and manage strategic relationships with key clients. As a key member of our customer success team, you will own both Feedonomics & BigCommerce, and B2C & B2B, and will own existing accounts within segment and act as the point of contact to drive expansion and renewal for these accounts. Key Responsibilities As a Global Account Manager, you will be responsible for: * Creating and executing a systematic plan to identify, qualify, and build a robust pipeline of upsell and cross-sell opportunities within existing accounts for the suite of BigCommerce Inc products, including BigCommerce B2B, BigCommerce B2C, Feedonomics, Makeswift, and Recurring Professional Services. * Constructing a detailed territory plan that outlines specific strategies, target accounts, and actions needed to exceed cross-sell and upsell quotas, strategically qualifying and prioritizing high-value opportunities, focusing on high-impact activities that drive overachievement of revenue goals. * Creating and maintaining detailed account plans that outline goals, key milestones, potential challenges, and growth opportunities for top accounts, providing a roadmap for revenue expansion. * Developing customized proposals, contracts, and presentations that effectively communicate the value of the company's offerings, ensuring alignment with customer objectives and business needs. * Serving as the main point of contact for customer inquiries related to business requirements, ongoing projects, and issue escalation, ensuring proactive communication and high levels of responsiveness. * Collaborating with internal teams (sales, product, support) and external agency partners to deliver seamless support and execute initiatives that meet or exceed customer expectations. * Handling customer inquiries, problems, and complaints with a focus on timely resolution and high customer satisfaction; escalating issues as needed and working with relevant teams to provide solutions. * Leading regular business reviews with key accounts, presenting insights on usage, performance, and ROI, while identifying additional opportunities for account growth and product adoption. * Tracking key account metrics, analyzing customer engagement, and identifying at-risk accounts, providing regular status updates to internal stakeholders to ensure proactive account management. * Maintaining thorough and accurate records of customer interactions, proposals, and account details in CRM systems, ensuring that customer data is always up-to-date and accessible to stakeholders. Who We're Looking For We're looking for a highly motivated and experienced Global Account Manager who has: * 5+ years managing complex B2B and/or B2C SaaS accounts, with a proven record of achieving retention and expansion goals in a subscription-based model. * Demonstrated history of proactively identifying expansion opportunities within accounts and successfully driving renewals, ideally with a track record of surpassing targets. * Experience acting as the 'Quarterback' of a customer account, coordinating effectively with internal teams (sales, product, marketing, and support) and external agency partners to deliver seamless customer success and high-impact results, ensuring all efforts are aligned and collaborative. * Comprehensive knowledge of SaaS metrics, usage patterns, and customer lifecycle management, especially in managing both business and individual user expectations within the same product suite. * Exceptional interpersonal and communication skills to build trust, provide strategic counsel, and foster long-term relationships with clients and agency partners, influencing decision-makers and aligning efforts across all stakeholders. * Skilled at using data to drive decisions; experienced with CRM and customer success platforms (e.g., Salesforce, Gainsight) and confident in using data to demonstrate ROI, track KPIs, and identify growth opportunities. * Adept at understanding complex customer needs, identifying pain points, and providing innovative, tailored solutions in collaboration with agency partners to ensure customer satisfaction and drive long-term engagement. * Proven capability to negotiate effectively, aligning customer goals with company objectives and coordinating with agency partners; experienced in handling escalations and maintaining high levels of satisfaction. * Experience with Global Accounts and Multi-regional Teams - Comfortable navigating cultural differences, time zones, and language barriers; able to collaborate effectively with agency partners, and adapt strategies to serve global customer needs. What We Offer As a Global Account Manager at BigCommerce, you will enjoy: * A competitive salary range of $107,440-$181,700 USD, dependent on your location, relevant knowledge, skills, and qualifications. * A dynamic and inclusive work environment that celebrates diversity, equity, and inclusion. * Opportunities for career growth and professional development, with a focus on innovation and customer satisfaction. * A comprehensive benefits package, including health insurance, retirement plans, and paid time off. * Access to cutting-edge technology and tools, including CRM and customer success platforms. * Collaborative and supportive team environment, with opportunities to work with talented professionals from diverse backgrounds. How to Apply If you're a motivated and experienced Global Account Manager looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience, skills, and qualifications. 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