Customer Success Manager

Overview
Senior Talent Acquisition Recruiter at Commerce | We\'re Hiring
We are looking for a Scaled Customer Success Manager.
This is a hybrid role in Sydney, Australia.
As a Scaled Customer Success Manager, you will represent Commerce while advising our eCommerce merchants, provide industry-leading advocacy, drive client revenue growth, and help our clients Sell More.
Note:This is a hybrid role in Sydney, Australia and requires 2 days in office and 3 days working from home.
What You\'ll Do
Be a trusted advisor, and drive adoption of partner and product solutions that provide value for merchants through consultative selling techniques.
Advise merchants on best practices to optimize their user experience, recommending apps, integrations, features, services, and partners that best align with goals and objectives.
Responsible for driving revenue retention, upsells, and cross-sells within the pool of Enterprise Accounts.
Use consultative selling techniques to provide value to merchants while recommending appropriate solutions to grow their business.
Drive revenue for identified products, services, and solutions and improve retention rates through outbound cross-sell activities with merchants and strategic partners.
Research and understand client industries and businesses to provide best practices, advice, and guidance to help them grow and achieve key strategic outcomes.
Develop a thorough understanding of BigCommerce products, services, and value proposition, and the attributes of our most successful merchants.
Lead the resolution of key issues impacting customers and lean on leadership for support and guidance.
Develop and maintain accurate forecasts and detailed notes of all account-related activities to achieve goals and project KPIs.
Conduct strategic business reviews with clients to implement plans that drive growth and shared goals.
Who You Are
3+ years of experience in managing an enterprise portfolio or direct client consulting and selling within a fast-paced environment.
Strong working knowledge of eCommerce and marketing ecosystem.
Excellent communication (written and verbal), persuasion, negotiation, presentation, and client relationship skills.
Familiar with foundational online marketing principles in SEO, Paid Search, Affiliate, Display Advertising, Conversion Tools, Email Marketing, Social Media, and content creation.
Excellent organization and time management skills; able to manage sensitive client information and numerous details.
Ability to develop creative solutions, de-escalate critical issues, and position team members and clients for success.
Familiarity with presenting individual and team-based metrics to senior leadership.
Proficient in Salesforce, Microsoft Office Suite, and Google Apps.
Bachelor's degree in business, marketing, computer science or related field or equivalent experience preferred.
Inclusion and Belonging
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 will ensure that individuals with disabilities are provided reasonable accommodation to participate in the interview process and perform essential job functions.
If you need an accommodation in order to interview at Commerce, please let us know during any interactions with our recruiting team.
Learn more about the Commerce team, culture and benefits at careers/
Protect Yourself Against Hiring Scams
Commerce, along with many other employers, has become the subject of fraudulent job offers.
Be advised that Commerce does not offer jobs to individuals who do not go through our formal hiring process.
Commerce will never require payment of recruitment fees, request PII through unsanctioned channels, solicit money as part of the hiring process or visa requirements, or engage in other fraudulent activities.
If you receive unsolicited offers, be cautious and avoid engagement.
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