Manager, Enterprise Implementation - Hybrid

We are seeking a Manager of Enterprise Implementation to support the Professional Services team in Austin, TX by providing departmental oversight in managing a team of Implementation Project Managers focused on operations, strategic key performance indicators, and cross-functional execution of Professional Services for onboarding our merchants. The Manager of Enterprise Implementation will partner cross functionally with leaders in Sales, development agencies,  Customer Success and other Professional Services departments to ensure BigCommerce merchants have an optimal and referenceable onboarding experience. 

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 increasing the value and merchant success on the BigCommerce platform.

• Collaborate closely with leadership teams in Professional Services, Technical Support and Customer Success with a focus on continuous process improvement as required. 

• Work with Sales and Channel Management leaders in later stages of the sales cycle as well as at the point of close to provide a seamless transition of clients from sales to implementation.

• Develop materials and feedback loops that assist clients, partners, and internal stakeholders in positioning merchants for an optimal launch process.

• Execute launch project management procedures with enterprise accounts, including but not limited to project plans, project schedules and project status updates. 

• Lead the Implementation Team to drive consultations with merchants that maximize their success on the BigCommerce platform as well as maximize cross sell opportunities and pipeline management to drive incremental product and services revenue for BigCommerce.

• Ensure systems and processes are developed that address enterprise client concerns in a manner that ensure they are addressed promptly, leveraging resources from within the organization as appropriate.

• Develop systems of measurement and feedback loops are developed that will allow you to advocate on behalf of your team for enterprise clients in the EMEA region. 

• Continually enhance the post launch hand off process in a way that seamlessly positions downstream teams such as Customer Success or Technical Account Management to enhance and continue the merchant’s success on the BigCommerce platform.

• Participate in a team that recruits, hires, develops and retains best in class talent

• Manage team performance and execution to achieve required service levels, client retention, client satisfaction, product and services revenue as well as profitability. 

• Work closely with training and human resources teams to provide appropriate career growth opportunities for team members.  

• Develop systems and controls to scale and grow a team while achieving repeatable quality client outcomes.

Who You Are:

• Bachelor’s degree in Computer Science, Information Technology or a technical discipline (e.g., engineering) or equivalent required

• 3+ years’ experience in Management of Implementation teams in an Enterprise SaaS organization.

• 5+ years experience successfully leading and executing SaaS implementation projects 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 with strong programming ability in 2 or more of these languages a plus

• Experience with Lean/Six Sigma preferred

• Ability to evaluate, measure, mentor, transform and inspire a diverse existing team 

• Expert with the BigCommerce product

• General familiarity with HTML & CSS 

• 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

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(Pay Transparency Range: $95,000 - $161,000)