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Customer Success Manager III

Customer Success Manager III

Job ID 
2017-2712
Category 
Customer Success
# of Openings 
1
Job Locations 
US-MN-Minneapolis
Posted Date 
10/13/2017

More information about this job

Description

Customer Success Manager III   

 

Are you looking for a one-of-a-kind company? An opportunity that only comes along once in a career?  We’re the retail industry’s largest trading community with more than 60,000 customers in over 60 countries and we sharpen omnichannel retail supply chains, which allows business to advance at the pace of the consumer through a collaborative network community and the latest in cloud-based solutions.  SPS Commerce is committed to hiring the best and brightest while providing an environment where employees can develop and grow. Our fast growth fuels opportunities for those who are committed to providing innovative solutions to our valued customers. If you are driven to be the best at what you do and thrive in a challenging, dynamic and collaborative culture, we want to hear from you!

 

The Customer Success Manager is responsible for the engagement, on-going success and strategic partnership of high value SPS customers. This position works across the organization to understand the status, opportunities and challenges of each assigned account.  The Customer Success Executive is highly proficient in all SPS Commerce products in order to intelligently speak to the value and usage of each platform.  A key to success in this position is the development and maintenance of strong relationships with upper management and executives, both within SPS and with our customers.  

 

POSITION SUMMARY:

The Customer Success Manager is responsible for ensuring an outstanding customer experience throughout the customer lifecycle.  It is essential the Customer Success Manager be able to articulate value and understand the customer’s strategic goals, and by doing so, will 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 in order to intelligently speak to the value and usage of each platform.  Additionally, the Customer Success Manager will identify opportunities to enhance customer relationships and promote the proper utilization of SPS Commerce resources.

 

POSITION RESPONSIBILITIES:

  • Proactively work with customers to develop a broad understanding of customers’ business model in order to meet expectations and encourage best practices to ensure success of the partnership
  • Ownership of approximately 25 customer accounts
  • Ensure smooth handoffs throughout internal handoff points
  • Articulate value and understand the customer's strategic goals
  • Understand customer's business challenges and map SPS features and associated business benefit to address needs
  • Provide coaching and deliver best practices to drive adoption and value from the product
  • Provide quantitative and qualitative feedback to Product and Support teams
  • Build value-based relationships with customers and serve as the customer's advocate by becoming a trusted adviser
  • Participate on cross-functional account teams to discuss accounts and ensure the best interests of both the customer and SPS are being fairly and objectively represented
  • Develop success plans for customers outlining critical success factors, metrics for success, potential issues, and provide recommendations
  • Monitor and facilitate the customer’s adoption of SPS product features and functions as they relate to the customer's overall business needs
  • Assess and monitor overall account performance to keep projects and deliverables on track and on time
  • Create structured programs to drive adoption at low-usage accounts
  • Keep customers informed of process and procedural changes

 

EXPERIENCE AND SKILLS REQUIRED:

  • Bachelor’s degree, or equivalent combination of education and experience
  • Deep retail knowledge/experience 
  • Proven success collaborating and building strong relationships with customers
  • Proven success driving organization wide initiatives
  • Proven success algning 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; does not get stressed easily
  • Strong listening skills with a thoughtful approach to addressing customer pain points
  • A minimum of 7 years of experience working in account management or customer success management