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Commerce · 17 hours ago

Key Account Director

Austin, TX

Full-time

Onsite

Director/Executive

$244K/yr - $413K/yr

12+ years exp

Commerce is an innovative company focused on empowering businesses through an AI-driven commerce ecosystem. The Key Account Director will be responsible for acquiring and managing high-value accounts, creating strategic sales plans, and ensuring high levels of customer satisfaction through effective communication and collaboration with internal teams.

B2BE-CommerceOnline Portals

Responsibilities

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

Qualification

Account AcquisitionSaaS MetricsCRM ProficiencyCustomer Lifecycle ManagementNegotiation SkillsCultural AwarenessInterpersonal SkillsCommunication SkillsProblem Solving

Required

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