External Relations Manager

SPS Commerce•Rogers, AR

1d•$61,300 - $74,000•Hybrid

About The Position

The External Relations Manager is responsible for monitoring, engaging, and escalating conversations about our brand across online communities, social platforms, and third-party review sites. This role plays a critical part in protecting and strengthening our public reputation by responding thoughtfully to feedback, identifying trends in customer sentiment, and partnering cross-functionally to resolve issues surfaced externally. This person serves as a bridge between customers, prospects, and internal teams—ensuring feedback is acknowledged, addressed, and used to improve the overall customer experience.

Requirements

A Bachelor's degree or equivalent experience and 2-5 years of prior relevant experience.

Nice To Haves

Experience working in B2B SaaS or regulated industries.
Knowledge of review platform policies and compliance requirements.
Experience collaborating with Legal, PR, or Trust & Safety teams.
Experience building or maintaining response SLAs and engagement playbooks.
Community engagement & moderation, reputation and review management, issue triage and escalation, stakeholder communication, sentiment analysis and pattern recognition, clear/concise/empathetic writing.

Responsibilities

Monitor and participate in relevant online communities (e.g., Reddit, forums, social platforms) where our brand or industry is discussed.
Respond to questions, feedback, and concerns in a professional, empathetic, and brand-aligned manner.
Identify when conversations require escalation to Legal, Corporate Comms, Product, or Customer Success teams.
Maintain a consistent brand voice while adapting tone to community norms.
Monitor and manage reviews across platforms such as G2, Trustpilot, Gartner Peer Insights, Yelp, Google Reviews, and similar sites.
Respond to positive, neutral, and negative reviews in accordance with internal SLAs and platform guidelines.
Flag potential policy violations or fraudulent reviews and coordinate with platforms as needed.
Track response times and ensure adherence to escalation and response workflows.
Identify trends, recurring themes, and emerging risks across reviews and community discussions.
Surface actionable insights to Product, Support, Marketing, and Leadership teams.
Help document common issues, approved response frameworks, and best practices.
Assist in crisis or high-risk situation monitoring when issues gain traction externally.