Customer Success Manager Mid Market

SPS Commerce • Rogers, AR

3d • 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 Title: Manager II, Customer Support Job Summary: The Mgr II, Customer Support will lead a team of individual contributors working to provide root cause resolution for customers within a given Customer Segment. This role is responsible for customer satisfaction and managing key performance indicators (KPI) across their designated customer base. The Mgr II, Customer Support is accountable for the development of the members of their team, teaching and practicing the core values of SPS, and ensuring customer centricity within their scope.

Requirements

• Bachelor's Degree or Equivalent
• 5+ years of relevant experience in a customer-centric environment
• 2+ years serving in a formal people management role leading direct reports
• Solid understanding of SPS Commerce products and the value these provide SPS' customers
• Experience in effectively coaching and mentoring others, including delivering performance feedback as a means to drive continual improvement
• Experience effectively leading teams through change
• Proven ability to work with minimal supervision while taking initiative and setting priorities in a demanding, fast-paced and changing environment
• Strong verbal and written communication skills, including the ability to influence others and professionally represent the company to customers and other external parties
• Strong project leadership, analytical and quality improvement skills

Nice To Haves

• Knowledge of supply chain, the retail industry and EDI
• Previous demonstrated management experience
• At least 2 years of SPS experience and exposure to related/relevant areas of practice or expertise

Responsibilities

• Act as a resource to employees providing coaching, training and development guidance
• Ensure clarity surrounding team goals and priorities to achieve KPIs
• Possess a strong understanding of SPS Commerce product offerings and the value they provide to customers
• Lead through multiple ongoing projects and objectives, demonstrate strong judgment and adaptability when managing conflicting priorities
• Lead stakeholders though change, demonstrating innovation and early adoption
• Create and foster an environment that encourages career development and employee engagement
• Act as a Customer Advocate, including handling customer and internal escalations
• Staff shifts to meet customer needs appropriately

What This Job Offers

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