Customer Success Manager
Description
SPS is growing- We are looking to add a Customer Success Manager to our Training and Education team! As a Customer Success Manager, you believe in collaboration and teamwork and have a Get After It mentality. In this role you will primarily work with internal partners in a shared service model to ensure internal stakeholders have what they need from a client communication perspective. You will have the opportunity to work on a variety of communication campaigns while developing internal relationships. If you are naturally curious, enjoy asking questions and digging into situations and want the challenge of exploring different types of communications and audiences, then this is the role for you.
Does this sound like you?
* Project management is in your blood. You enjoy working with various stakeholders, owning, and coordinating several moving pieces to create and deliver solutions to customers that help them grow their business.
* 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. You can forge strong working relationships and instill trust while solving problems and driving value for customers.
* Initiative empowers you. You successfully analyze complex situations and develop solutions. You don't stop until the job is done.
* Fast-paced, dynamic work environments are where you thrive. You can work with minimal supervision while taking initiative and setting priorities.
Why Work at 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.
Career don't just grow here, they're made here.
Day-to-Day
The Customer Success Manager 1:Many is responsible for creating and delivering effective customer communications based on a well-developed understanding of business problems and appropriate solutions that span the customer base. This Customer Success Manager understands the strategic goals of a customer cohort and tailors communications to drive product adoption and customer value. This person will lead the post-sales communication efforts for assigned customer cohorts. 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.
* Proactively work with customer segment leaders to develop a broad understanding of customers' business model to meet the customer's expectations and encourage best practices to ensure success
* Build rapport with customer cohorts through mass communications helping to establish SPS as a trusted adviser
* Develop plans for customer communications, outlining critical success factors, metrics, targets, potential issues, and provide recommendations
* Understand the customer's strategic goals and business challenges, and map SPS features and associated business benefit to address needs and demonstrate value
* Deliver best practices and coach customer cohorts using mass communications to drive adoption and help customers derive value from the product
* Monitor and facilitate the customer's adoption of SPS product features and functions in relation to the customer's overall business needs
* Assess and monitor overall account performance to keep projects and deliverables on track and on time
* Create and deliver structured programs to drive adoption at low-usage accounts
Minimum Requirements
* Bachelor's degree, or equivalent combination of education and experience
* Minimum 1 year of professional business experience
* Experience in marketing, project management, communications and/or related field preferred
* Proven success collaborating and building strong relationships with customers
* Excellent verbal and written communication skills
* Strong presentation skills
* Strong listening skills with a thoughtful approach to addressing customer pain points
* Ability to assess changing priorities/tasks quickly and with ease
* Proven success driving organization wide initiatives
* Previous experience with customer success and messaging platforms such as Gaininsight and Intercom preferred
* Previous experience with project management tools such as JIRA preferred
* Previous work experience at a SaaS company preferred
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.
EOE including disability/veteran
Options
SPS is growing- We are looking to add a Customer Success Manager to our Training and Education team! As a Customer Success Manager, you believe in collaboration and teamwork and have a Get After It mentality. In this role you will primarily work with internal partners in a shared service model to ensure internal stakeholders have what they need from a client communication perspective. You will have the opportunity to work on a variety of communication campaigns while developing internal relationships. If you are naturally curious, enjoy asking questions and digging into situations and want the challenge of exploring different types of communications and audiences, then this is the role for you.
Does this sound like you?
* Project management is in your blood. You enjoy working with various stakeholders, owning, and coordinating several moving pieces to create and deliver solutions to customers that help them grow their business.
* 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. You can forge strong working relationships and instill trust while solving problems and driving value for customers.
* Initiative empowers you. You successfully analyze complex situations and develop solutions. You don't stop until the job is done.
* Fast-paced, dynamic work environments are where you thrive. You can work with minimal supervision while taking initiative and setting priorities.
Why Work at 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.
Career don't just grow here, they're made here.
Day-to-Day
The Customer Success Manager 1:Many is responsible for creating and delivering effective customer communications based on a well-developed understanding of business problems and appropriate solutions that span the customer base. This Customer Success Manager understands the strategic goals of a customer cohort and tailors communications to drive product adoption and customer value. This person will lead the post-sales communication efforts for assigned customer cohorts. 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.
* Proactively work with customer segment leaders to develop a broad understanding of customers' business model to meet the customer's expectations and encourage best practices to ensure success
* Build rapport with customer cohorts through mass communications helping to establish SPS as a trusted adviser
* Develop plans for customer communications, outlining critical success factors, metrics, targets, potential issues, and provide recommendations
* Understand the customer's strategic goals and business challenges, and map SPS features and associated business benefit to address needs and demonstrate value
* Deliver best practices and coach customer cohorts using mass communications to drive adoption and help customers derive value from the product
* Monitor and facilitate the customer's adoption of SPS product features and functions in relation to the customer's overall business needs
* Assess and monitor overall account performance to keep projects and deliverables on track and on time
* Create and deliver structured programs to drive adoption at low-usage accounts
Minimum Requirements
* Bachelor's degree, or equivalent combination of education and experience
* Minimum 1 year of professional business experience
* Experience in marketing, project management, communications and/or related field preferred
* Proven success collaborating and building strong relationships with customers
* Excellent verbal and written communication skills
* Strong presentation skills
* Strong listening skills with a thoughtful approach to addressing customer pain points
* Ability to assess changing priorities/tasks quickly and with ease
* Proven success driving organization wide initiatives
* Previous experience with customer success and messaging platforms such as Gaininsight and Intercom preferred
* Previous experience with project management tools such as JIRA preferred
* Previous work experience at a SaaS company preferred
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.
EOE including disability/veteran
Options
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