Sr. Customer Success Manager

Description

SPS Commerce is a leading provider of cloud-based supply chain management solutions, serving a global network of retail trading partners. We foster a collaborative and inclusive work environment where innovation and continuous improvement are highly valued. Join SPS Commerce and be part of a dynamic team that’s transforming the global retail supply chain!     Customer Success Manager III  Position Summary:  Network Expansion is adding two Customer Success Manager IIIs to our team!  The Customer Success Manager is responsible for ensuring an outstanding customer experience throughout the customer lifecycle which ultimately drives customer retention. This role requires proactive and direct client communication and relationship building.   Additionally, the CSM identifies opportunities to enhance customer relationships and promote the proper utilization of SPS Commerce resources by collaborating with key internal stakeholders and supporting teams.  This role focuses on client retention through articulating product value, understanding the customer’s strategic goals, and driving customer adoption and success.  Key Responsibilities:  

• Maintain relationships and foster engagement at the executive level, both with the customer and within SPS
• Maximize customer lifetime value by aligning with customer to understand their business goals and objectives, creating and managing plans for how SPS and customers achieve that value
• Accountable for overseeing a high-volume account portfolio
• Lead change management events
• Communicate effectively with multiple levels of both SPS and the customer, adjusting the message to the audience
• Serve as the go-to person within SPS and the customer organization for general status and updates
• Monitor and facilitate the customer’s adoption of SPS product features and functions in relation to the customer's overall business needs 
• Works closely with Customer Support, Delivery Team, and Customer Operations and Finance to help facilitate superior customer service
• Communicate effectively with multiple levels of both SPS and the customer, adjusting the message to the audience

Location:   This role is a hybrid position, based out of our headquarters in Minneapolis.  Our team #SucceedsTogether through collaboration in-office with flexibility to work remotely.   This position would come into the office about 2x a week.  Required Qualifications:  

• Bachelor’s degree, or equivalent combination of education and experience
• A minimum of 5 years of related experience
• Experience at a SaaS company
• Proven success collaborating and building strong relationships with customers; demonstrated ability to manage customer escalations and drive to desired outcome  
• Experience working closely with C-level / SVP-level executives for customers
• Excellent verbal and written communication skills including strong presenation skills
• Excellent organization and time management skills 
• Comfortable in a fast-paced environment
• Ability to quickly assess and reassess priorities in a changing environment
• Strong listening skills with a thoughtful approach to addressing customer pain point 

Preferred Qualifications:  

• Experience with account management strategies across a large customer base 

  What We Offer:   At SPS Commerce, we are committed to ensuring that each employee's compensation reflects their unique experiences, performance, and skills in their role. The salary range for this role considers several factors, including education, relevant skills, work history, certifications, location, and more.  The annual salary range for this role is: $77,300- $115,900. The actual salary offered will be determined based on the factors listed above and may fall anywhere within the range.   SPS Commerce offers a comprehensive package of benefits including health, dental, vision, disability and life insurance, paid time-off, 401(k), health and flexible spending accounts, stock purchase plan and more.     Commitment to our Employees: At SPS we power connections that drive the world of commerce forward, and our success depends on making strong decisions, fostering innovation, delivering unparalleled customer solutions, and driving outstanding business performance. We achieve this by creating an environment where every employee feels a true sense of belonging. We embrace diversity, equity, and inclusion, ensuring everyone feels accepted, valued, and empowered to make a meaningful impact. We are committed to affirmative action and equal opportunity in all aspects of employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. 

 

Salary : $77,300 - $115,900