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.

**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.

As an Implementation Manager, you will play a critical role in ensuring customer success by coordinating with agencies and merchants throughout their onboarding and implementation journey. Acting as a trusted partner, you will work cross-functionally with teams, including Solutions Architects, Sales, and Product, to provide technical expertise, align resources, and enable smooth project execution. While agencies and merchants lead the delivery process, your focus will be on ensuring their success by offering guidance, addressing risks, and driving alignment across stakeholders. Additionally, you will spearhead internal initiatives to enhance processes and tools, scaling the organization’s delivery capabilities and improving the customer experience.

**What You'll Do**:

- Coordinate and support the onboarding process, ensuring agencies and merchants have the tools, resources, and guidance needed to succeed.
- Act as the primary point of contact during technical implementation, providing expertise and support to agencies, merchants, and internal teams.
- Collaborate cross-functionally with internal and external teams to ensure alignment on technical requirements and overall project readiness.
- Serve as a liaison between internal stakeholders (e.g., account managers, customer success teams) and external project leaders (e.g., agency or merchant project managers).
- Manage daily activities of scope management, project and resource planning, progress tracking, proactive risk and issue management, and cross-functional/stakeholder and leadership communication.
- Provide ongoing support and advocacy for agencies and merchants, enabling seamless communication with internal teams.
- Share best practices and recommendations with external stakeholders to help them meet project goals and timelines.
- Lead the continuous improvement of processes, tools, and resources to enhance scalability and operational efficiency.
- Track and report on project progress, ensuring alignment with expectations and addressing escalations as needed.
- Collaborate with a dynamic team passionate about empowering agencies and merchants to succeed.
- Help shape the future of e-commerce solutions for diverse clients.
- Work in a fast-paced, innovative environment with opportunities for growth and impact.

**Who You Are**:

- Bachelor’s degree in computer science, business, management information systems, organisational behaviour, or a related field, or equivalent experience.
- CAPM, PRINCE2, or equivalent certification, or equivalent experience.
- 3-5+ years of experience in a technical delivery, implementation, or customer success role, preferably within SaaS, e-commerce, or technology companies.
- Strong understanding of technical systems, including APIs, integrations, and platform implementations.
- Proven ability to collaborate with and support external stakeholders, such as agencies, merchants, or project teams.
- Experience managing relationships with Enterprise and Mid-Market clients, focusing on stakeholder alignment and issue resolution.
- Proficiency in project management tools (e.g., Jira, Salesforce) and methodologies.
- Excellent communication and interpersonal skills, with the ability to build trust and influence diverse stakeholders.
- A problem-solving mindset with a focus on enabling successful outcomes for external partners.
- Familiarity with e-commerce platforms like BigCommerce, Shopify, or Magento.
- Experience working with agencies or merchants on complex technical implementations.
- Knowledge of customer success and delivery best practices to ensure long-term client satisfaction.

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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