Named a "Best Place to Work" in Austin, San Francisco & Sydney, BigCommerce is expanding its footprint within the enterprise segment and is seeking a unique and talented individual to work with global system integrators.

Reporting directly to the VP of Professional Services and dotted line to the SVP/GM of the Americas, you will be responsible for managing complex solutions delivery for our strategic, enterprise customers. This requires orchestrating teams and resources both internally and externally with our partner ecosystem to deliver successful outcomes on time and within budget.

What you’ll do

• Manage enterprise projects and/or a group of projects in a common “program” for BC’s most complex customer or partner engagements (direct, partner led, or powered by)
• Drive project risk assessment during the presales cycle including the project scoping, governance and key assumptions
• Build and/or oversee building implementation success plans covering design, testing, launch, customer onboarding, support and on-going servicing
• Oversee the successful execution by all parties–reseller, BigCommerce, agencies, and third party technologies.
• Oversee agency partner delivery, issue resolution and holding the agency accountable to delivery
• Oversee BigCommerce roadmap commitment delivery
• Oversee third party technology provider work to close known gaps
• Oversee the delivery of client and professional services to resellers, ensuring requirements are being met
• Ensure management teams of all stakeholders (customers, partner, BC) are aligned with the success plans, and that governance is established to escalate and resolve issues in a timely manner
• Manage large customer migration requirements by involving the right parties to support the efforts and outlining plans
• Review professional services scoping and packaging
• Ensure enterprise referrals are handled expeditiously, and sales team has context of the large relationship
• Monitor implementation and launch for large referral customers

Who You Are

• 10+ years leading in an enterprise service delivery capacity working for a leading ecommerce services organization (digital agencies managing complex ecomm projects) and/or in the services division of an enterprise ecommerce SaaS organization (e.g. Salesforce, SAP, Oracle, Adobe)
• • Keen understanding of the ecommerce landscape
  • Bachelor’s degree, ideally in Business, Computer or Business Systems or similar field preferred

• 5+ years' experience managing large, complex, cross–functional IT projects
• 3+ years of program management experience managing a set of projects (and therefore multiple project managers) within the same account
• Strong full cycle, project management experience working in the enterprise ecommerce space - presales, design, testing, roll out, post-production support
• Program management expertise managing multiple projects within the same customer in both internal and partner delivery models
• Strong account management experience able to engage with customers and partners proactively leading them through projects using repeatable, predictable delivery methods
• Experience dealing with implementation partners, analyzing and structuring complex correspondence with experience in partnership consultation and execution
• Ability to influence and resolve conflicts
• Ability to work independently in a fluid, dynamic environment with limited guidance.
• Ability to build relationships and deliver results in a cross-functional/matrixed environment
• Professional, accessible and flexible for the changing needs of the group, must work well in a team environment, capable of handling multiple, fast paced situations and adapt well to change
• Strong presence to navigate working with individuals from the C-suite to customers for installation
• Viewed as an expert in the field
• Search for ways to improve performance, conducting data analyses, monitoring project progress, and assisting teams with issues and setbacks
• Proven ability to build, lead and execute strategies in a cross-functional environment
• This role can be based remotely, but our preferred location is Austin, Texas

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