Technical Account Manager

Responsibilities

• Support and grow a book of business, including enterprise and high-growth accounts, providing proactive, strategic, and operational technical guidance and consultation.
• Drive stability and growth within your book of business that increases your customer's revenue, drives customer retention, and improves NPS.
• Be a technical resource that helps maintain and optimise your customer's technical ecosystem.
• Collaborate with Product and Engineering teams to understand, influence, and prioritise new features and the Commerce Roadmap ensuring customer success.
• Develop and maintain Technical Account-level Run Books that document your customer's architecture on the
• Commerce suite of products as well as integrations with third-party solutions and applications.
• Provide your clients with platform configuration support and conduct service reviews focused on growth measures to mitigate case incidents.
• Work closely with internal Support teams for case oversight and management, ensuring your client's cases are aligned in accordance with their priorities.
• Draw upon the collective knowledge within Commerce and the eCommerce and SaaS industries to lead technical best practice reviews with your clients, ensuring they maximise value from the Commerce platform and ecosystem.
• Partner with your clients to personalise information impactful to their Commerce store regarding maintenance, product feature releases, and future roadmap plans.
• Participate in recurring business reviews of your book of business and recommend business plans that result in
• year-over-year growth.
• Communicate clearly the progress of monthly/quarterly initiatives to internal and external stakeholders.
• Evaluate your client's technology environment and recommend apps, integrations, features, and partners aligned to their business objectives.
• Assist with high-severity requests or issue escalations as needed, and manage escalations through to resolution.

Requirements

• 3+ years of experience managing the technical aspects of an enterprise or mid-market portfolio, or direct client consulting within a fast-paced SaaS or eCommerce environment.
• Ability to read and interpret JavaScript, HTML, and CSS; comfort with API logic (REST and GraphQL) and integration architecture - coding logic comprehension is essential, hands-on development is not.
• Hands-on experience troubleshooting APIs, GraphQL queries, and middleware integrations in a client-facing context.
• Strong understanding of eCommerce website optimisation and technical best practices.
• Familiarity with foundational eCommerce marketing channels (SEO, email, paid search) and how they interact with platform configuration.
• A customer-focused internal advocate, driven to support client growth throughout the customer lifecycle.
• Exposure to working clo

Additional Information

Welcome to the Agentic Commerce Era 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. We believe in harnessing AI responsibly to unlock new possibilities, and we're looking for individuals who use it intentionally to solve problems, accelerate outcomes, and expand what's possible in their role. Our purpose is to 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 who shape the future of commerce, this is the place for you. 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. At Commerce we are looking for a Technical Account Manager based in Austin, Texas. In this role, you will operate as a key technical point of contact for your customers and advise some of the most exciting and fastest-growing merchants in eCommerce. By developing a trusted advisor relationship with key accounts, customer stakeholders, and executive sponsors you will offer industry-leading advocacy, drive client revenue growth, and help our clients sell more.

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