Customer Success Executive

SPS Commerce • Minneapolis, MN

6d • $95,800 - $148,500 • Hybrid

About The Position

SPS Commerce is a provider of cloud-based supply chain management solutions serving a global network of retail trading partners. The Customer Success Executive is a strategic consultant who develops and maintains long-term customer relationships and leads the ongoing account team. The role works across the organization to understand the status, opportunities, and challenges of assigned accounts and uses comprehensive knowledge of SPS Commerce products to explain platform value and usage. Building strong relationships with senior customer and SPS leaders is critical to success.

The position manages a portfolio of up to 15 accounts, including enterprise and multiproduct accounts. It is based on a hybrid work model, with regular in-office presence required at the Toronto, Minneapolis, or Rogers, Arkansas office. The total annualized on-target compensation range, inclusive of base salary and annualized commission target, is $95,800–$148,500. Actual compensation depends on factors including education, skills, work history, certifications, and location. SPS Commerce offers a comprehensive benefits package, with benefits varying by country and aligned with local laws and market practices.

Requirements

• At least 10 years of related experience in retail or account management with a bachelor’s degree; or 6 years of related experience with a master’s degree; or an equivalent combination of education and experience.
• Proven success interfacing with and aligning at the executive level.
• Excellent organizational, written, and oral communication skills, as well as initiative, vision, and enthusiasm.
• Ability to provide informal coaching and leadership across the account team and organization.
• Demonstrated success analyzing complex situations, defining key objectives, and developing strategies and action plans.
• Strong background negotiating contract business terms and understanding terms and conditions.
• Ability to engage and interact with internal teams to drive issue resolution using forward-thinking, out-of-the-box solutions.
• Excellent planning and project management capabilities.
• Entrepreneurial outlook and ability to influence the company’s future direction using trend analysis and hands-on experience.

Nice To Haves

• MBA.

Responsibilities

• Develop and maintain executive relationships and use them to drive and lead discussions.
• Increase customer lifetime value by monitoring trading-partner onboarding, additions, and adoption; understanding customer business goals; and creating and managing plans to achieve value.
• Ensure products or services are delivered on time in accordance with sales contracts, and provide product feedback to management or development teams.
• Manage a portfolio of up to 15 accounts, including enterprise and multiproduct accounts.
• Lead change management for both the customer and SPS Commerce.
• Communicate effectively with multiple organizational levels at the customer and within SPS Commerce.
• Serve as the go-to person at SPS and the customer organization for general status and updates.
• Advocate for customer best practices and overcome resistance to process changes to align with SPS business objectives and provide optimal customer support.
• Develop deep knowledge of SPS products and services and customers’ business goals and objectives.
• Lead by influence, coach and guide team members in decision-making, and act as an advanced individual contributor and informal organizational leader.

Benefits

• Comprehensive benefits package designed to support employees’ health, well-being, and financial security; benefits vary by country and align with local laws and market practices.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior