Senior Implementation Project Manager

Sydney, Australia 

Summary

BigCommerce is disrupting the eCommerce industry as the SaaS leader for fast-growing, mid-market businesses. We enable our customers to build intuitive and engaging stores to support every stage of their growth.

BigCommerce is a thriving global SaaS company and has been named a “Best Place to Work” in multiple offices!! We are looking for a Senior Implementation Project Manager. In this role, you will use your unparalleled project management skills to work with our clients on bringing their business ecosystems into the BigCommerce fold. The right candidate will possess strong executive client relationship skills, the ability to communicate complex  concepts to a wide audience, and the ability to help clients achieve launch milestones and build best in class stores for the ever-growing and diverse world of Enterprise and Mid-Market eCommerce.  

What You’ll Do

• Own developing and delivering project plans and gathering business requirement documents to lead clients and partners to a successful launch within scope and on schedule
• Work with some of BigCommerce’s largest and most complex clients
• Maintain comprehensive ownership of the client onboarding experience by coordinating partnership with all professional services teams contracted on projects
• Collaborate with third parties engaged with BigCommerce projects,  including client partners, project managers, developers, technical partners and executives in Enterprise and Mid-Market client organizations
• Ensure internal stakeholders, up to and including our executive leadership team, are kept informed of major project risks and developments, and are engaged as necessary to ensure client needs are effectively represented and prioritized
• Overcome client obstacles by facilitating communication and advocacy with internal product teams    
• Monitor and escalate client support requests as needed to ensure appropriate resolution
• Manage and execute a solution oriented cross-sell pipeline of opportunities for your project portfolio
• Provide best in class service reflected by client satisfaction survey scores and contribute to high Enterprise client retention rates
• Perform other duties and assignments as required
• Mentorship and development of Associate and Mid-Level Implementation Project Managers

Who You Are

• Bachelor’s degree or equivalent experience required. A focus on computer science, business, management information systems, or organizational behavior related field preferred
• PMP or equivalent certification, or equivalent experience required
• Written and verbal fluency in the English language is required
• 5+ 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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