Manager, Enterprise Implementation

Austin Four Points Office

BigCommerce, named a 2017 "Best Place to Work" in Austin, is looking for a Manager of Enterprise Implementation for our Austin Four Points Office.  In this exciting role you will supervise and lead a team of awesome Implementation Project Managers who advise the most exciting and fastest growing merchants in eCommerce. You will develop and coach the team to provide industry leading advocacy, drive client on boarding and adoption, and help our clients Sell More!!

What You’ll Do:

  • Manage the daily operations of the Implementation Project Management team, with particular focus on developing team members and strategies that continually drive incremental improvement, operational excellence, and continually result in increasing the value delivered to clients.
  • Manage the development and delivery of team project plans and business requirement documents to lead clients and partners to a successful launch within scope and on schedule.
  • Manage team performance to key performance indicator benchmarks that improve-time to-live/time-to-value as well as profitability, customer satisfaction, growth and retention rates.
  • Collaborate closely with Premium Services leadership team in continuous process improvement as required.
  • Work with sales and channel management near point of close to provide seamless transition of clients from sales to implementation.
  • Develop materials to assist clients, partners, and internal stakeholders in seamless launch.
  • Execute launch project management procedures with enterprise accounts, including but not limited to project plans, project schedules and project status updates.
  • Ensure enterprise client concerns are addressed promptly, leveraging resources from within the organization as appropriate, including Technical Support, Catalog Transfer Services, and Partners
  • Advocate for enterprise clients with internal teams, external stakeholders and executive team to facilitate client success.
  • Work closely with training and human resources teams to hire, develop, and retain best in class talent.

Who You Are:

  • Bachelor’s degree in Computer Science, Information Technology or a technical discipline (e.g., engineering) or equivalent required.
  • 5 to 7 years’ experience in Management of Implementation teams in an Enterprise SaaS organization preferred.
  • 3+ years experience successfully leading and executing SaaS implementation projects within margin/budget from pre-sales to customer success including solution scoping and gap analysis, enterprise cloud systems integration, data migration, customer launch, and technical operations and troubleshooting.
  • Basic knowledge of programming languages such Java, Ruby, Python, PHP,  JavaScript, HTML, CSS.  
  • PMP Certificate, equivalent certification, or equivalent experience preferred
  • Experience with Lean/Six Sigma preferred
  • Ability to evaluate, measure, mentor, transform and inspire a diverse existing team
  • Expertise with the Bigcommerce product or comparable solution sets
  • Diligent time management and communication skills
  • 2+ years of experience in client service or direct client consulting experience within a fast paced environment
  • Strong knowledge of ecommerce 3rd party applications and integrations
  • Proficient in Microsoft Office Suite (specifically Excel), Google, Salesforce  

To be a strong fit for this role you must:

  • Energetic, enthusiastic, academic, agile, and positive
  • Be outspoken and provide feedback to management that results in greater efficiency
  • Work well with technical team members ranging from support to development to identify solutions to client issues that are less common
  • Have excellent written/verbal communication and client relationship skills
  • Strong working knowledge/background of eCommerce and marketing
  • Be consultative by nature and have an engineering mindset
  • Have excellent time management skills
  • Be passionate in helping team members grow and succeed
  • Own the client experience and outcomes, and inspire and hold team members accountable to the same.
  • Achieve monthly and quarterly business success outcomes.
  • Be a great collaborator and respected partner
  • Build intra-company relationships to address challenges and take advantage of opportunities.
  • Communicate effectively to all levels of the business verbally and in writing
  • Be well spoken and provide concise and appropriate feedback to leadership team that results in greater efficiency and understanding
  • Exemplify the Bigcommerce values and mojo
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