Hybrid Technical Account Manager – Enterprise eCommerce

BigCommerce Pty; Austin, Northern (TX, KY); Hybrid; USD 65,000 - 80,000; Full time

Job summary

Commerce is seeking an Associate Technical Account Manager based in Austin, Texas, with a hybrid work model. You will act as a technical trusted advisor for enterprise and high-growth accounts, helping them optimize their Commerce data and integrations.

You’ll collaborate with Product and Engineering, develop run books, conduct platform reviews, and drive year-over-year growth while guiding clients through maintenance and feature roadmap discussions.

Qualifications

• 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.

Responsibilities

• Support and grow a portfolio of enterprise and high-growth accounts with strategic technical guidance.
• Drive stability and growth, increasing revenue, retention, and NPS.
• Be a technical resource that helps maintain and optimise the customer's technical ecosystem.
• Collaborate with Product and Engineering to understand, influence, and prioritise new features and the Commerce Roadmap.
• Develop and maintain Technical Account-level Run Books documenting architecture and integrations.
• Provide platform configuration support and conduct service reviews focused on growth measures to mitigate incidents.
• Work closely with internal Support teams for case oversight and alignment with priorities.
• Lead technical best-practice reviews with clients to maximise value from the Commerce platform and ecosystem.
• Partner with clients to personalize information about maintenance, feature releases, and roadmap plans.
• Participate in recurring business reviews and propose plans for year-over-year growth.
• Communicate progress of initiatives to stakeholders clearly.
• Evaluate client environments and recommend apps, integrations, features, and partners aligned to business objectives.
• Assist with high-severity requests or escalations and manage them through to resolution.

Skills

JavaScript

HTML/CSS

REST/GraphQL

API troubleshooting

eCommerce optimization

Cross-functional collaboration

Job description

Commerce is seeking an Associate Technical Account Manager based in Austin, Texas, with a hybrid work model. You will act as a technical trusted advisor for enterprise and high-growth accounts, helping them optimize their Commerce data and integrations.

You’ll collaborate with Product and Engineering, develop run books, conduct platform reviews, and drive year-over-year growth while guiding clients through maintenance and feature roadmap discussions.