Global Account Manager

Summary

Join Feedonomics as a Global Account Manager and cultivate strategic relationships with key clients. You will be responsible for managing existing accounts across Feedonomics and BigCommerce, driving expansion and renewal. This role requires a proven track record in B2B/B2C SaaS account management, exceeding targets, and collaborating with internal and external teams. You will develop account plans, proposals, and presentations, while ensuring high customer satisfaction. The position offers a remote work setup, competitive pay, generous PTO, comprehensive health insurance, a pension plan, and various other benefits.

Requirements

• 5+ years managing complex B2B and/or B2C SaaS accounts, with a proven record of achieving retention and expansion goals in a subscription-based model
• Demonstrated history of proactively identifying expansion opportunities within accounts and successfully driving renewals, ideally with a track record of surpassing targets. Experience in a multi-solution or product environment is a plus
• Experience acting as the ‘Quarterback’ of a customer account, coordinating effectively with internal teams (sales, product, marketing, and support) and external agency partners to deliver seamless customer success and high-impact results, ensuring all efforts are aligned and collaborative
• Comprehensive knowledge of SaaS metrics, usage patterns, and customer lifecycle management, especially in managing both business and individual user expectations within the same product suite
• Exceptional interpersonal and communication skills to build trust, provide strategic counsel, and foster long-term relationships with clients and agency partners, influencing decision-makers and aligning efforts across all stakeholders
• Skilled at using data to drive decisions; experienced with CRM and customer success platforms (e.g., Salesforce, Gainsight) and confident in using data to demonstrate ROI, track KPIs, and identify growth opportunities
• Adept at understanding complex customer needs, identifying pain points, and providing innovative, tailored solutions in collaboration with agency partners to ensure customer satisfaction and drive long-term engagement
• Proven capability to negotiate effectively, aligning customer goals with company objectives and coordinating with agency partners; experienced in handling escalations and maintaining high levels of satisfaction
• Experience with Global Accounts and Multi-regional Teams - Comfortable navigating cultural differences, time zones, and language barriers; able to collaborate effectively with agency partners, and adapt strategies to serve global customer needs

Responsibilities

• Create and execute a systematic plan to identify, qualify, and build a robust pipeline of upsell and cross-sell opportunities within existing accounts for the suite of BigCommerce Inc products, including BigCommerce B2B, BigCommerce B2C, Feedonomics, Makeswift and Recurring Professional Services
• Construct a detailed territory plan that outlines specific strategies, target accounts, and actions needed to exceed cross-sell and upsell quotas, strategically qualifying and prioritizing high-value opportunities, focusing on high-impact activities that drive overachievement of revenue goals
• Create and maintain detailed account plans that outline goals, key milestones, potential challenges, and growth opportunities for top accounts, providing a roadmap for revenue expansion
• Develop customized proposals, contracts, and presentations that effectively communicate the value of the company’s offerings, ensuring alignment with customer objectives and business needs
• Serve as the main point of contact for customer inquiries related to business requirements, ongoing projects, and issue escalation, ensuring proactive communication and high levels of responsiveness
• Collaborate with internal teams (sales, product, support) and external agency partners to deliver seamless support and execute initiatives that meet or exceed customer expectations
• Handle customer inquiries, problems, and complaints with a focus on timely resolution and high customer satisfaction; escalate issues as needed and work with relevant teams to provide solutions
• Lead regular business reviews with key accounts, presenting insights on usage, performance, and ROI, while identifying additional opportunities for account growth and product adoption
• Track key account metrics, analyze customer engagement, and identify at-risk accounts, providing regular status updates to internal stakeholders to ensure proactive account management
• Maintain thorough and accurate records of customer interactions, proposals, and account details in CRM systems, ensuring that customer data is always up-to-date and accessible to stakeholders

Preferred Qualifications

Particular experience in digital transformation management, Enterprise MarTech solutions, and/or Performance Marketing consulting at a global agency will be helpful in this role

Benefits

• Remote work set-up
• Competitive pay
• Generous paid time off including vacation days and sick leave
• Private Medical Insurance with an option to extend coverage to partner and children
• Health Assured EAP that provides a complete support network covering a wide range of issues such as life support, legal information, bereavement support, medical information, and cognitive behavioral therapy online
• Employer-Sponsored Pension
• FeedoFUNds, a dedicated budget to foster and build relationships across the company on in-person or virtual team events
• Employee Resource Groups (ERG)
• Feedonomics Certification
• Referral bonus program