What are the responsibilities and job description for the Customer Success Manager Mid Market position at SPS Commerce?
Description
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
This is a critical client-facing role at SPS Revenue Recovery. You will be the primary point of contact for our valued customers and act as the liaison between the customer and various SPS Commerce teams. The Customer Success Manager provides unparalleled customer service by managing the customer’s experience, creating engaged customers, and facilitating organic growth over the customer lifecycle.
Key Responsibilities
You will participate in all stages of the customer lifecycle process from trial, onboarding, product education, and renewal, including:
Develop long-term partnerships with our customers to ensure they become and remain successful through realizing the full value of their SPS Revenue Recovery investment.
Maintain a high level of customer satisfaction by advising on product onboarding best practices, supporting and training on product features, and providing product adoption and release guidance.
Contribute to broader goals and growth by championing customer success and account retention strategies including account health, user engagement, and account renewals.
Contribute to strategic and tactical programs designed to maximize customer satisfaction, adoption, and retention through planning, delivery, and management of key milestones, such as onboarding, implementation, and ongoing customer touch points.
Develop an understanding of churn and how to prevent it by championing and effecting change in each of the relevant functional groups to reduce churn and maximize the lifetime value of the customer.
Skills, Knowledge, and Expertise
At least 2 years of prior experience in a fast-paced customer-facing role.
Experience with retail deductions and/or retail compliance programs.
CPG or prior Walmart experience is a plus.
Process-driven and organized.
Ability to build and maintain positive relationships with customers through clear, concise, and timely communication.
Ability to develop product expertise and train customers on the product in a way that instills confidence and encourages adoption.
Location:
This role follows a hybrid work model, with regular in-office presence required at our Rogers, AR office.
What We Offer
At SPS Commerce, we are committed to ensuring that each employee's compensation reflects their unique experiences, performance, and skills in their role. The salary range for this role considers several factors, including education, relevant skills, work history, certifications, location, and more.
The annual salary range for this role is: $xx,xxx- $xxx,xxx. The actual salary offered will be determined based on the factors listed above and may fall anywhere within the range.
SPS Commerce offers a comprehensive benefits package designed to support employees’ health, well-being, and financial security. Benefits are country-specific and aligned with local laws and market practices.
Commitment To Our Employees
At SPS we power connections that drive the world of commerce forward, and our success depends on making strong decisions, fostering innovation, delivering unparalleled customer solutions, and driving outstanding business performance. We achieve this by creating an environment where every employee feels a true sense of belonging. We embrace diversity, equity, and inclusion, ensuring everyone feels accepted, valued, and empowered to make a meaningful impact.
We are committed to affirmative action and equal opportunity in all aspects of employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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
This is a critical client-facing role at SPS Revenue Recovery. You will be the primary point of contact for our valued customers and act as the liaison between the customer and various SPS Commerce teams. The Customer Success Manager provides unparalleled customer service by managing the customer’s experience, creating engaged customers, and facilitating organic growth over the customer lifecycle.
Key Responsibilities
You will participate in all stages of the customer lifecycle process from trial, onboarding, product education, and renewal, including:
Develop long-term partnerships with our customers to ensure they become and remain successful through realizing the full value of their SPS Revenue Recovery investment.
Maintain a high level of customer satisfaction by advising on product onboarding best practices, supporting and training on product features, and providing product adoption and release guidance.
Contribute to broader goals and growth by championing customer success and account retention strategies including account health, user engagement, and account renewals.
Contribute to strategic and tactical programs designed to maximize customer satisfaction, adoption, and retention through planning, delivery, and management of key milestones, such as onboarding, implementation, and ongoing customer touch points.
Develop an understanding of churn and how to prevent it by championing and effecting change in each of the relevant functional groups to reduce churn and maximize the lifetime value of the customer.
Skills, Knowledge, and Expertise
At least 2 years of prior experience in a fast-paced customer-facing role.
Experience with retail deductions and/or retail compliance programs.
CPG or prior Walmart experience is a plus.
Process-driven and organized.
Ability to build and maintain positive relationships with customers through clear, concise, and timely communication.
Ability to develop product expertise and train customers on the product in a way that instills confidence and encourages adoption.
Location:
This role follows a hybrid work model, with regular in-office presence required at our Rogers, AR office.
What We Offer
At SPS Commerce, we are committed to ensuring that each employee's compensation reflects their unique experiences, performance, and skills in their role. The salary range for this role considers several factors, including education, relevant skills, work history, certifications, location, and more.
The annual salary range for this role is: $xx,xxx- $xxx,xxx. The actual salary offered will be determined based on the factors listed above and may fall anywhere within the range.
SPS Commerce offers a comprehensive benefits package designed to support employees’ health, well-being, and financial security. Benefits are country-specific and aligned with local laws and market practices.
Commitment To Our Employees
At SPS we power connections that drive the world of commerce forward, and our success depends on making strong decisions, fostering innovation, delivering unparalleled customer solutions, and driving outstanding business performance. We achieve this by creating an environment where every employee feels a true sense of belonging. We embrace diversity, equity, and inclusion, ensuring everyone feels accepted, valued, and empowered to make a meaningful impact.
We are committed to affirmative action and equal opportunity in all aspects of employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.