BigCommerce , named a 2023 "Best Place to Work" in Austin, is looking for a seasoned professional to lead the day to day operations of the Education Services team to ensure effectiveness, efficiency, and scalability including building reporting and managing team metrics using SFDC.

What You’ll Do

• Key leader of the team training our BigCommerce team members, merchants, and partners.
• Recruit, manage, motivate, and coach the team to maximize their individual potential and professional growth as well as the ability to function effectively as a team.
• Build a culture of accountability and urgency by transparently leveraging metrics and reporting to drive the right behaviors.
• Enforce repeatable processes and best practices that consistently deliver a world-class educational experience. Managing training action plans with enterprise merchants, agency partners, Professional Services, and Sales before, during, and after learning sessions.
• Work with the LD and Professional Services teams to manage scheduling and administration of training - including Learning Management System administration - for BigCommerce customers who have purchased Education Services packaged offerings
• Offers exemplary customer service, including maintaining customer relationships and ensuring repeat customers by upselling products and services and taking care of any customer concerns or complaints quickly and professionally
• Monitors department issues and merchant complaints to define patterns and work to lessen those recurring issues
• Regularly audits work being done and customer service being provided to ensure all standards are met and that all services are carried out effectively, correctly, and thoroughly
• Establish and maintain excellent working relationships with all key stakeholders; in particular Professional Services, Sales, and Agency partner teams
• Continuously discover and implement new learning techniques and industry best practices to maximize efficiency and drive learning through engaging, instructive, and professional training

Who You Are

• 3 years experience in leading teams in an Enterprise software or SaaS organization.
• 3-5 years combined experience in SaaS platforms; ideally with a focus in one or more of the following areas: product training, or educational services (strongly preferred), customer service, content creation, development, or instructional design
• Ability to evaluate, measure, mentor, transform and inspire a diverse existing team
• Bachelor’s degree in Education, Computer Sciences, Instructional Design, or equivalent experience preferred
• Own the client experience and outcomes, and inspire and hold team members accountable to the same.
• 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 the leadership team that results in greater efficiency and understanding
• Orientation to consistent, high-quality execution
• Confidence and courage to work with all internal and external stakeholders; from C-Suite to individual contributor
• Excellent organizational skills (i.e. particularly with regard to managing your projects and time independently in ambiguous and/or rapidly changing environments)
• Ability to work with and coordinate demands from multiple internal stakeholders in a fast-paced, dynamic environment

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