Payment Solutions Customer Advocate II

SPS Commerce • Minneapolis, MN

1d • 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: The Payment Solutions Customer Advocate is responsible for engaging with customers who have missed payments, ensuring a high-quality customer experience, minimizing service disruption, and resolving open balances. This role will work closely with customers and internal teams to understand root cause and identify solutions to resolve and ultimately retain a paying the customer.

Requirements

• Bachelor’s degree, or equivalent combination of education and experience
• A minimum of 5 years of related experience
• Proven success collaborating and building strong relationships with customers
• Demonstrated ability to understand and analyze customer contract, invoice and payment information
• Demonstrated ability to utilize multiple systems and AI to research and investigate issues, resolving complex issues with initiative and ownership
• Demonstrated ability to manage customer escalations and drive to desired outcome

Responsibilities

• Engage customers who have missed payments to avoid disruption of services
• Conduct empathetic, solution-oriented conversations with customers to understand and resolve payment issues
• Research internal and external sites for contacts to resolve billing contact gaps
• Educate users on payment portal and autopay options, to increase adoption and positive experience
• Reduce complexity for internal teams and customers by digesting financial information and clearly communicating contract, invoice, payment, statement, and balance information.
• Work closely with customers and internal teams to identify root causes, recommend solutions, and ensure resolution
• Report and analyze customer feedback and trends
• Provide regular reports on engagement activities including status, reason codes, success rates, satisfaction, customer health and feedback, and insights into trends that can help improve customer experience and process.
• Communicate effectively with multiple levels of both SPS and the customer, negotiating with customers and/or levels of leadership to be a champion of the customer, their retention, as well as the SPS business, adjusting the message to the audience
• Plan, prioritize, and execute a variety of work on different platforms independently, create and manage customer action plans
• Execute monthly operational processes to identify, communicate, and action customer cohorts
• Partner closely across Customer Success Operations, Support, and Delivery teams as well as Customer Success Manager, Contracts, and Finance to continuously learn and address issues, driving timely resolution

What This Job Offers

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