Key Account Director

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.

This role would be responsible for landing our largest accounts, B2C & B2B, with a focus on very high-value, marquee names.

• Create and execute a systematic plan to identify, qualify, and acquire the largest, marquee accounts, selling the suite of BigCommerce Inc products, including BigCommerce B2B, BigCommerce B2C, Feedonomics, Makeswift and Recurring Professional Services

• Construct a detailed plan that outlines specific strategies, target opportunities, and actions needed to acquire these customers, strategically qualifying and prioritizing high-value opportunities, focusing on high-impact activities that drive overachievement of revenue goals

• Create and maintain detailed sales plans that outline goals, key milestones, potential challenges, and growth opportunities for cross-sell and up-sell of 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

• Maintain thorough and accurate records of customer interactions and proposals in CRM systems, ensuring that customer data is always up-to-date and accessible to stakeholders

• Lead and negotiate contract agreements and renewals

• 12+ years acquiring large, complex, marquee-name accounts, with a proven record of achieving retention and expansion goals in a subscription-based model

• 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

(Pay Transparency Range: $244,000-$413,000)

At Commerce, we believe that celebrating the unique histories, perspectives and abilities of every employee makes a difference for our company, our customers and our community. We are an equal opportunity employer and the inclusive atmosphere we build together will make room for every person to contribute, grow and thrive.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the interview process, to perform essential job functions and to receive other benefits and privileges of employment. If you need an accommodation in order to interview at Commerce, please let us know during any of your interactions with our recruiting team.

Learn more about the Commerce team, culture and benefits at https://www.commerce.com/careers/

Commerce, along with many other employers, has become the subject of fraudulent job offers to hopeful prospective job seekers.
Be advised:
Commerce does not offer jobs to individuals who do not go through our formal hiring process.
Commerce will never:

• require payment of recruitment fees from candidates;

• request personally identifiable information through unsanctioned websites or applications;

• attempt to solicit money from you as part of the hiring process or as part of an employment offer;

• solicit money to complete visa requirements as part of a job offer.

If you receive unsolicited offers of employment from Commerce, we urge you to be extremely cautious and avoid engaging or responding.