Full-Time Customer Implementation Manager

• Partner with client executives to execute strategy and provide timely updates on critical milestones
• Own developing and delivering project plans and business requirement documents to lead clients and partners to a successful launch within scope and on schedule
• Achieve and surpass client business requirements and timelines to successfully launch stores for BigCommerce’s diverse Enterprise clients.
• Work with external stakeholders including client partners, project managers, developers, technical partners and executives in Enterprise and Mid-Market client organizations.
• Work with internal stakeholders including account executives, solutions architects and account managers at the close of sale or immediately after to provide seamless transition from sales to implementation.
• Overcome client obstacles by facilitating communication and advocacy with internal stakeholders.
• Provide best in class service reflected by client satisfaction survey scores and contribute to high Enterprise client retention rates.
• Acknowledge all client requests within standard service level agreements (SLAs), set expectations for resolution and resolve within agreed timeframe by collaborating with internal teams across the organization.
• Ensure seamless partnership with Account Management and Support teams in support of client success and longevity.
• Maintain professional communication and delivering world class service.
• Perform other duties and assignments as required.

• Bachelor’s degree in computer science, business, management information systems, or organizational behavior related field or equivalent experience required
• CAPM, PRINCE2, or equivalent certification or equivalent experience required
• 1-3 years of experience in client implementation or project management within a fast paced technical environment required
• Have excellent written/verbal communication and client relationship skills, and experience communicating and negotiating with executive level decision makers and buyers
• Must have experience in eCommerce SaaS experience preferred
• HTML, CSS, API or object oriented coding experience preferred
• Diligent time management
• Proficient in Google/Microsoft Office and Microsoft Project, Smartsheets, LucidChart, Wrike or equivalent Project Management Information System (PMIS)
• Able to work well with technical and non-technical team members at various levels ranging from support to development
• Be confident and provide feedback to management that results in greater efficiency
• An ability to be flexible as well as a strong aptitude to adjust to change

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