Sr. Customer Success Executive (Retail Supply Chain Solutions)

Description

As a Sr. Customer Success Executive in the retail & supply chain software industry at SPS Commerce, you will focus on ensuring customer satisfaction, driving product adoption, and fostering long-term partnerships, ultimately leading to retention and growth. 

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 Sr. Customer Success Executive will partner with a portfolio of our Retail customers, leading with business process expertise, to optimize their supplier programs, process workflows and drive value with SPS products and offerings.  The Sr. CSE is a strategic consultant that develops and maintains long-term customer relationships as the leader of the ongoing account team. This role works on significant and unique issues where analysis of situations or data requires an evaluation of intangibles, partnering closely with stakeholders to drive engagement and optimization.

Key Responsibilities: 

• Develop and maintain new executive relationships and lead discussions that drive business value
• Increase customer lifetime value by:
•   Monitoring customer trading partner onboarding, additions and adoption
•   Aligning with customer to understand their business goals and objectives
•   Creating and managing plans for how SPS and customer achieve that value
• Ensure on-time delivery of products or services per sales contract and provide product feedback to management or development teams
• Own an average of 15 accounts in portfolio at any given time with a mix of enterprise, multiproduct and will need to lead change management for the customer and for SPS
• Lead change management for the customer and for SPS
• Communicate effectively with multiple levels of organization, at both at the customer as well as within SPS
• Act as the go-to person at SPS and the Customer organization for general status and updates
• Advocate for best practices with the customer and overcome resistance to process changes in order to align to SPS business objectives along with optimal customer support
• Establish a deep knowledge of organization's products and services and customers' business goals and objectives
• Lead by influence, coaching and guiding other team members in decision-making; recognized as an advanced individual contributor who is an informal leader across the organization 

Location:  This role is a hybrid position, based out of our Minneapolis office.  Our team #SucceedsTogether through collaboration in-office with flexibility to work remotely.  

Required Qualifications:  

• A minimum of 12 years in retail, supply chain or account management with a Bachelor’s degree; or 8 years and a Master’s degree; or equivalent combination of education and experience
• Ability to drive and lead C/VP Suite at SPS and customer
• Experience de-escalating challenging and complex situations with positive results and outcomes
• Proven ability to engage and interact with internal teams to drive the process of resolving issues using forward-thinking, out of the box solutions
• Strong background in negotiating contract business terms and understanding terms and conditions
• Excellent planning and project management capabilities
• Excellent organizational skills and written/oral communication skills, initiative, vision, and enthusiasm
• Must have an entrepreneurial outlook and be able to influence future direction of the company through use of trend analysis and hands on experience.

 Preferred Qualifications:  

• In-depth retail supply chain operational experience
• Demonstrated experiences utilizing growth mindset
• SaaS account management/portfolio management experience
• Experience with utilizing Customer Success software solutions (such as Gainsight, Vitally, ChurnZero, PlanHat, Totango)

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: $115,900- $185,500. The actual salary offered will be determined based on the factors listed above and may fall anywhere within the range.   

Additionally, you may also be eligible to participate in an annual incentive program. An incentive award, if granted, is based on individual and/or organizational performance.  

SPS Commerce offers a comprehensive package of benefits including health, dental, vision, disability and life insurance, paid time-off, 401(k), health and flexible spending accounts, stock purchase plan and more.   

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. 

Salary : $115,900 - $185,500