Customer Success Manager II

2 months ago

Minneapolis, Minnesota, United States National Diversity Network Full time
Customer Success Manager II - Fashion & Sporting Goods

US-MN-Minneapolis

Job ID:
Type: Regular
# of Openings: 1
Category: Customer Success
SPS Commerce, Inc

Overview

We are looking to add a Customer Success Manager II (CSM II) to join our Fashion & Sporting Goods team. As a CSM II, you will be responsible for ensuring an outstanding customer experience throughout the customer lifecycle. In this role you will use your communication and active listening skills to forge strong customer relationships while harnessing your understanding of their goals and objectives to deliver value through our product offering. In addition, you will be responsible for the engagement, on-going success, and partnership of SPS Customers. If you enjoy building and owning customer relationships while driving business value through problem solving, analysis and influence, then this is the role for you.

Based in our office in downtown Minneapolis, our hybrid work model provides the best of both worlds. We #succeedtogether through in person collaboration, balanced with remote work to provide flexibility.

Our team is in the office 2 days per week.

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 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 articulates value and understand the customer's strategic goals, and leverage that understanding to drive customer adoption and success. The CSM will lead the post-sales efforts in building processes and procedures that are successful and repeatable in delivering value to our customers. The CSM is highly proficient in all SPS Commerce products to intelligently speak to the value and usage of each platform. Additionally, the CSM identifies opportunities to enhance customer relationships and promote the proper utilization of SPS Commerce resources.
  • Proactively work with accounts to develop a broad understanding of customers' business model to meet the customer's expectations and encourage best practices to ensure success of the partnership
  • Build relationships with customers and serve as the customer's advocate by becoming a trusted adviser
  • Develop plans for customers 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 customers 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
  • Collaborate and support FSG Customer Success team members on enterprise account work, including Business Review preparation and ongoing optimization of shared vendor onboarding processes
  • 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
What experience and skills do you need?
  • Bachelor's degree AND 2 years Customer Success, Account Management, or related experience OR 5 years of experience without a degree
  • Minimum 3 years of professional business experience
  • Proven success collaborating and building strong relationships with customers
  • Excellent verbal/written communication, organization, and time management skills
  • Strong presentation skills
  • Comfortable working in a fast-paced environment
  • Strong listening skills with a thoughtful approach to addressing customer pain points
  • Ability to assess changing priorities/tasks quickly and with ease
  • Experience working closely with C-level / SVP-level executives for customers and executing executive business reviews strongly preferred
  • Proven success driving organization-wide initiatives 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 **

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