Customer Success Manager

SPS Commerce • Rogers, AR

6d • Hybrid

About The Position

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! Position Summary: Job Summary: The Customer Success Mgr II is responsible for ensuring an outstanding customer experience throughout the customer lifecycle. This role will articulate value and understand the customer's strategic goals, and leverage that understanding to drive customer adoption and success. The Customer Success Mgr II will lead the post-sales efforts in building processes and procedures that are successful and repeatable in delivering value to our customers. This role is highly proficient in all SPS Commerce products to intelligently speak to the value and usage of each platform. Additionally, the Customer Success Mgr II identifies opportunities to enhance customer relationships and promote the proper utilization of SPS Commerce resources.

Requirements

• Bachelor's degree, or equivalent combination of education and experience
• 2+ years CSM experience or 3 - 5 years of professional business experience
• Proven success collaborating and building strong relationships with customers
• Experience working closely with C-level / SVP-level executives for customers and executing executive business reviews
• Excellent verbal and written communication skills
• Strong presentation skills
• Excellent organization and time management skills
• Comfortable working in a fast-paced environment
• Strong listening skills with a thoughtful approach to addressing customer pain points
• Ability to assess changing priorities/tasks quickly and with ease

Nice To Haves

• Proven success driving organization-wide initiatives
• Previous work experience at a SaaS company preferred

Responsibilities

• Work with accounts to develop a broad understanding of customers' business model to meet the customer's expectations and encourage best practices to ensure success of the partnership
• Build relationships with customers and serve as the customer's advocate by becoming a trusted adviser
• Develop plans for customers outlining critical success factors, metrics, targets, potential issues, and provide recommendations
• Understand the customer's strategic goals and business challenges, and map SPS features and associated business benefit to address needs and demonstrate value
• Deliver best practices and coach customers to drive adoption and help customers derive value from the product
• Monitor and facilitate the customer's adoption of SPS product features and functions in relation to the customer's overall business needs
• Assess and monitor overall account performance to keep projects and deliverables on track and on time
• Create and deliver structured programs to drive adoption at low-usage accounts

What This Job Offers

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