Global Account Manager (EMEA)

About Feedonomics - A Remote-First Company

Have you ever wondered how companies list their products on Amazon? Or how Google knows which products are in stock in a store near you? How about how your order gets to your door when you buy from a third-party merchant on Amazon? That’s where Feedonomics comes in!

As a leading product feed management platform, Feedonomics works with agencies, brands, and retailers to optimize and list products on the top ecommerce shopping destinations around the world. 

What makes us different from other SaaS companies in the space? 

We manage everything from onboarding to ongoing feed maintenance for our clients, enabling them to expand their ecommerce business more efficiently.

Since its inception in 2014, Feedonomics has developed an incredible reputation for our full-service approach to feed management, our inclusive culture, and our industry-leading technology. With principles that go beyond optics, Feedonomics looks to deliver the same people-first strategy internally as we do externally.

The Sales Team at Feedonomics

The Feedonomics Sales Team is the conduit of every dollar of revenue and nearly every client. We are 100% remote around all U.S. time zones, and 3 countries and we sell 3 different product lines to new and existing clients. In this journey, we ally with Sales Engineering, SalesOps, Global Operations, Marketing, Product, and Accounting to ensure we are putting our best effort with every client we take on. We hold each other accountable to our company values and push each other to be better each and every day. Our industry thrives on our products and service because they are unparalleled, which makes it a joy to sell.

The Role

We are seeking a highly motivated and experienced Global Account Manager to develop and manage strategic relationships with key clients. You will own both Feedonomics & BigCommerce, and B2C & B2B, and will own existing accounts within a segment and act as the point of contact to drive expansion and renewal for these accounts.

The Responsibilities

• Create and execute a systematic plan to identify, qualify, and build a robust pipeline of upsell and cross-sell opportunities within existing accounts for the suite of BigCommerce Inc products, including BigCommerce B2B, BigCommerce B2C, Feedonomics, Makeswift and Recurring Professional Services.
• Construct a detailed territory plan that outlines specific strategies, target accounts, and actions needed to exceed cross-sell and upsell quotas, strategically qualifying and prioritizing high-value opportunities, focusing on high-impact activities that drive overachievement of revenue goals.
• Create and maintain detailed account plans that outline goals, key milestones, potential challenges, and growth opportunities for top 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.
• Lead regular business reviews with key accounts, presenting insights on usage, performance, and ROI, while identifying additional opportunities for account growth and product adoption
• Track key account metrics, analyze customer engagement, and identify at-risk accounts, providing regular status updates to internal stakeholders to ensure proactive account management.
• Maintain thorough and accurate records of customer interactions, proposals, and account details in CRM systems, ensuring that customer data is always up-to-date and accessible to stakeholders.
• You will not be responsible for prospecting to, or for managing a sales process for new accounts.

The Requirements

• 5+ years managing complex B2B and/or B2C SaaS accounts, with a proven record of achieving retention and expansion goals in a subscription-based model.
• Demonstrated history of proactively identifying expansion opportunities within accounts and successfully driving renewals, ideally with a track record of surpassing targets. Experience in a multi-solution or product environment is a plus.
• Experience acting as the ‘Quarterback’ of a customer account, coordinating effectively with internal teams (sales, product, marketing, and support) and external agency partners to deliver seamless customer success and high-impact results, ensuring all efforts are aligned and collaborative.
• 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.
• Particular experience in digital transformation management, Enterprise MarTech solutions, and/or Performance Marketing consulting at a global agency will be helpful in this role.

What's in it for you?

• Remote work set-up
• Competitive pay
• Generous paid time off including vacation days and sick leave
• Private Medical Insurance with an option to extend coverage to partner and children
• Health Assured EAP that provides a complete support network covering a wide range of issues such as life support, legal information, bereavement support, medical information, and cognitive behavioral therapy online
• Employer-Sponsored Pension
• FeedoFUNds, a dedicated budget to foster and build relationships across the company on in-person or virtual team events
• Employee Resource Groups (ERG)
• Feedonomics Certification
• Referral bonus program

Here at Feedonomics, we believe in giving back to our employees as well as the community by engaging in philanthropic events and providing days off to volunteer. We are also committed to our employees' well-being by offering employee assistance programs, access to a wellness app, and diversity and inclusion resource groups. 

We value candidate safety. Please be aware that all official communication will only be sent from @feedonomics.com or @bigcommerce.com email addresses.