Customer Success Manager

SPS Commerce, Inc (Burwood East VIC, Australia) 2 days ago

SPS Commerce is hiring a Customer Success Manager who will be responsible for ensuring an outstanding customer experience throughout the customer lifecycle. This person articulates product value, understand the customer’s strategic goals, and drive customer adoption and success.

Why SPS?

We solve retail supply chain problems by cutting through inefficiency with innovation and automation. At SPS we empower retailers, suppliers, distributors, grocers, and logistics partners to work better together with our people, our process, and our tech products. We have the world’s largest retail network, and we don’t just lead the industry, we are the industry.

At SPS, we believe every employee makes a difference. We ensure employees have the tools, resources and training to explore new ideas and execute them. Our success comes from playing as a team and always playing to win. Careers don’t just grow here, they’re made here.

Does this sound like you?

  • Your entrepreneurial outlook and ability to influence future direction of the company through use of trend analysis and hands on experience sets you apart from your peers
  • Initiative empowers you. You have a demonstrated success analyzing complex situations, defining key-objectives, and developing strategies and action plans. You don’t stop until the job is done
  • Teamwork and collaboration help to drive the process of resolving issues using forward-thinking, out of the box solutions – and you are always looking for an opportunity to succeed together
  • You are customer focused, with the ability to forge strong working relationships with your customers- completely passionate about understanding your customer’s business, aligning the value of solutions to their goals and challenges, and coaching them to business success
  • Fast-paced, demanding work environments are where you thrive. You can work with minimal supervision while taking initiative and setting priorities for yourself daily

What is the day to day like?

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

  • Develop and maintain long-term customer relationships as the leader of the ongoing account team
  • Maintain relationships and foster engagement at the executive level, both with the customer and within SPS
  • Increase customer lifetime value by monitoring customer trading partner onboarding, additions and adoption
  • Maximize customer lifetime value by aligning with customer to understand their business goals and objectives, creating and managing plans for how SPS and customers achieve that value
  • Ensure on-time delivery of products or services per sales contract and provide product feedback to management or development teams
  • Accountable for 20-25 accounts in portfolio at any given time
  • Lead change management events
  • Communicate effectively with multiple levels of both SPS and the customer, adjusting the message to the audience
  • Serve as the go-to person within SPS and the customer organization for general status and updates
  • Monitor and facilitate the customer’s adoption of SPS product features and functions in relation to the customer's overall business needs 

What is required?

  • Bachelor’s degree and five years of related experience or 8 years of experience without a degree
  • Previous work experience at a SaaS company
  • 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 in a fast-paced environment
  • Ability to quickly assess and reassess priorities in a changing environment
  • Strong listening skills with a thoughtful approach to addressing customer pain points
  • Proven ability to manage customer escalations and drive to desired outcome

What is preferred?

  • Proven success driving organization wide initiatives

*EOE including disability/ veteran*

Customer Success Manager

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