Customer Success Executive, Strategic Partnerships

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. Following the recent acquisition of SupplyPike, a leading provider of invoice deduction management and prevention solutions, we’re excited to add a Customer Success Executive to our Strategic Partnership Customer Success team.

 

Join SPS Commerce and be part of a dynamic team that’s transforming the global retail supply chain!    

 

Customer Success Executive, Strategic Partnerships

 

Position Summary:     

This is a critical client-facing role. You will be the primary point of contact for our valued strategic partnerships and act as the liaison between the customer and various SupplyPike teams. The Customer Success Executive, Strategic Partnerships provides unparalleled customer service by managing the customer’s experience, creating engaged customers, facilitating organic growth over the customer lifecycle, and providing advice and insights to ensure the customer is successful in their retail compliance operations.

 

Key Responsibilities: 

You will participate in all stages of the customer lifecycle process from the trial, onboarding, product and insights education, and renewal.

• Develop long-term partnerships with our customers to ensure they become and remain successful through realizing the full value of their SupplyPike investment.
• Maintain a high level of customer satisfaction by advising on product onboarding best practices, supporting and training on product features, and providing retailer compliance program education (ex: Walmart deductions & OTIF compliance).
• Analyze customer deductions and compliance data to advise customer on identifying root cause and recommending prevention strategies.
• 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 insights.
• 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.
• Stay on top of retail news and developments from various sources (supplier groups, personal/professional networks, newsletters, conferences) and communicate learnings to your customers.

Location:    

This role is a hybrid position, based out of our SupplyPike office in Rogers, AR, or open to current SPS Commerce employees. Our team #SucceedsTogether through collaboration in office with the flexibility to work remotely.

 

Required Qualifications: 

• Bachelor's Degree from an accredited college or university - Business, Finance, Supply Chain preferred or equivalent years of experience
• 5 or more years related professional experience (Supply Chain, Retail, Logistics)
• Excellent time management skills and ability to multitask and prioritize work
• Must be motivated and able to work with minimal supervision
• Exceptional verbal and written communication skills
• 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.
• Tech-savvy and can learn new technologies quickly

Preferred Qualifications: 

• Industry experience such as retail industry from either Walmart/Sam's Club, Target, Kroger, Amazon or a Consumer Packaged Goods (CPG) company.
• Experience in Account Management, Customer Success Manager roles, building relationships with customers
• Strong business acumen and experience working with and presenting to Executives & Leadership

 

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: $92,400- $147,800. The actual salary offered will be dete