Associate Technical Account Manager

Makeswift; Austin, Northern (TX, KY); Híbrido; USD 65 000 - 80 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Hybrid work model

Austin office

Resumo da oferta

Commerce, the open, AI-driven commerce ecosystem, seeks an Associate Technical Account Manager based in Austin. You will act as a technical point of contact for enterprise and high-growth merchants, driving revenue growth and customer success across the Commerce suite and related integrations.

You will work with Product and Engineering to influence features, maintain Run Books, and deliver configuration support.

Qualificações

• 1.5+ years managing the technical aspects of a SaaS or eCommerce portfolio.
• Able to read/interpret JavaScript, HTML, and CSS; comfortable with REST/GraphQL APIs.
• Excellent written and verbal communication with executive stakeholders.

Responsabilidades

• Support and grow a book of enterprise and high-growth accounts with strategic guidance.
• Drive revenue growth, retention, and NPS through technical guidance and reviews.
• Maintain and optimise customers' technical ecosystems and integrations.
• Collaborate with Product and Engineering to influence roadmap and features.
• Create Run Books documenting customer architecture on Commerce products and third-party integrations.
• Provide platform configuration support and conduct growth-focused service reviews.
• Coordinate with Support to oversee cases and align with customer priorities.
• Lead best-practice reviews to maximise value from the Commerce platform.
• Partner with clients to tailor updates and roadmap plans for their stores.

Conhecimentos

JavaScript

HTML

CSS

REST

GraphQL

API integrations

Technical account management

eCommerce knowledge

Executive communication

Problem solving

Formação académica

Bachelor's degree or equivalent experience

Descrição da oferta de emprego

# **Welcome to the Agentic Commerce Era**## At Commerce, our mission is to empower businesses to innovate, grow, and thrive with our open, AI-driven commerce ecosystem. As the parent company of BigCommerce, Feedonomics, and Makeswift, we connect the tools and systems that power growth, enabling businesses to unlock the full potential of their data, deliver seamless and personalized experiences across every channel, and adapt swiftly to an ever-changing market. We believe in harnessing AI responsibly to unlock new possibilities, and we’re looking for individuals who use it intentionally to solve problems, accelerate outcomes, and expand what’s possible in their role. Our purpose is to help businesses confidently solve complex commerce challenges so they can build smarter, adapt faster, and grow on their own terms. If you want to be part of a team of bold builders, sharp thinkers, and technical trailblazers who shape the future of commerce, this is the place for you.We are looking for an Associate Technical Account Manager based in Austin, Texas. In this role, you will operate as a key technical point of contact for your customers and advise some of the most exciting and fastest-growing merchants in eCommerce. By developing a trusted advisor relationship with key accounts, customer stakeholders, and executive sponsors you will offer industry-leading advocacy, drive client revenue growth, and help our clients sell more.At Commerce, our mission is to empower businesses to innovate, grow, and thrive with our open, AI-driven commerce ecosystem. As the parent company of BigCommerce, Feedonomics, and Makeswift, we connect the tools and systems that power growth, enabling businesses to unlock the full potential of their data, deliver seamless and personalized experiences across every channel, and adapt swiftly to an ever-changing market. Simply said, we help businesses confidently solve complex commerce challenges so they can build smarter, adapt faster, and grow on their own terms. If you want to be part of a team of bold builders, sharp thinkers, and technical trailblazers, working together to shape the future of commerce, this is the place for you ## **What You’ll Do:*** Support and grow a book of business, including enterprise and high-growth accounts, providing proactive, strategic, and operational technical guidance and consultation.* Drive stability and growth within your book of business that increases your customer's revenue, drives customer retention, and improves NPS.* Be a technical resource that helps maintain and optimise your customer's technical ecosystem.* Collaborate with Product and Engineering teams to understand, influence, and prioritise new features and the Commerce Roadmap ensuring customer success.* Develop and maintain Technical Account-level Run Books that document your customer's architecture on the* Commerce suite of products as well as integrations with third-party solutions and applications.* Provide your clients with platform configuration support and conduct service reviews focused on growth measures to mitigate case incidents.* Work closely with internal Support teams for case oversight and management, ensuring your client's cases are aligned in accordance with their priorities.* Draw upon the collective knowledge within Commerce and the eCommerce and SaaS industries to lead technical best practice reviews with your clients, ensuring they maximize value from the Commerce platform and ecosystem.* Partner with your clients to personalize information impactful to their Commerce store regarding maintenance, product feature releases, and future roadmap plans.* Participate in recurring business reviews of your book of business and recommend business plans that result in year-over-year growth.* Communicate clearly the progress of monthly/quarterly initiatives to internal and external stakeholders.* Evaluate your client's technology environment and recommend apps, integrations, features, and partners aligned to their business objectives.* Assist with high-severity requests or issue escalations as needed, and manage escalations through to resolution. ## **Who You Are:*** 1.5+ years of experience managing the technical aspects of an enterprise or mid-market portfolio, or direct client consulting within a fast-paced SaaS or eCommerce environment.* Ability to read and interpret JavaScript, HTML, and CSS; comfort with API logic (REST and GraphQL) and integration architecture — coding logic comprehension is essential, hands-on development is not.* Hands-on experience troubleshooting APIs, GraphQL queries, and middleware integrations in a client-facing context.* Strong understanding of eCommerce website optimization and technical best practices.* Familiarity with foundational eCommerce marketing channels (SEO, email, paid search) and how they interact with platform configuration.* A customer-focused internal advocate, driven to support client growth throughout the customer lifecycle.* Exposure to working closely with Design Agencies, App Developers, Project Managers, and Engineering teams.* Excellent time management skills.* Excellent written and verbal communication and relationship skills, including the ability to engage confidently at the executive level.* Experience with the Commerce product suite is a plus.* Equivalent professional experience welcomed in lieu of a formal degree — we care about what you can do, not just where you studied.* Energetic, enthusiastic, and agile.* Proactive, self-motivated, and goal-oriented — you identify issues before clients raise them and bring solutions, not just observations.* Highly collaborative and driven, with the ambition to grow within the platform and take on increasing account responsibility over time. *This description is intended to serve as a summary of key duties and responsibilities and may not contain a comprehensive list of activities*. **Work Where You Thriv**eFor candidates based in the Austin area, this role follows a hybrid work model, with three days per week in the office to balance focused individual work and meaningful in-person collaboration. (Pay Transparency Range: $65,000 - $80,000)