Senior Manager, Customer Success - Enterprise Onboarding

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

  

Position Summary:  

The Senior Manager of Enterprise Onboarding role is a dynamic leadership position within the Customer Success Team with high growth potential for the right candidate. This person will be responsible for overseeing the seamless integration of household name brands onto the SPS Commerce platform. This role combines strategic vision with hands-on leadership, with the ideal candidate having a proven track record of operational excellence working in or with brands through ERP migrations, solution integration, and general reporting and supply chain challenges. All of this will help the Senior Manager lead within onboarding, foster collaboration across teams, drive quality experiences, and set the stage for long-term client success and partnership growth. The role demands a leader with the confidence and polish to engage from presale through eventual go-live and hypercare as part SPS Commerce’s Customer Success strategy.

 

Key Responsibilities:  

• Influence strategic vision related to people, process, and technology
• Leverage strong operational leadership to inform technical change management
• Handle project assignment and capacity management of delivery team
• Forecast, drive, and deliver to team productivity goals
• Coach team members through on-the-spot feedback, regular 1:1s, and regular performance and career discussions
• Provide feedback on quality, timeliness, and cost effectiveness of solution offerings
• Align during pre-sale to support the SPS Commerce Sales Team in providing prescriptive, tactical guidance to prospects
• Partner with Sales, Product Management, Development, and across Customer Success to ensure excellence in solution delivery
• Facilitate process improvement discussions across internal functions to implement changes that improve SPS Commerce business performance and operations
• Achieve customer satisfaction, with the goal of retaining revenue
• Use skills in data analysis to make sense of trends and tell the story

  

Location:  

This role is either a hybrid position, based out of our Minneapolis office, or open to remote with travel to the office (up to 25%).  Our team #SucceedsTogether through collaboration in-office with flexibility to work remotely.  

 

Required Qualifications:  

• Bachelor’s degree or equivalent combination of education and experience
• 10+ years of relevant experience with at least 5+ years in a formal people management role
• Excellent organizational skills and ability to effectively prioritize
• Outstanding written and oral communication skills, with an ability to align across various levels of an organization including interfacing with executives
• Data-driven with experience developing and using metrics to make business decisions
• Experience developing processes and managing projects in a technology-based service organization desired
• Experience leading a team and achieving goals without direct authority over personnel
• Strong interaction with clients and internal sales, marketing, integrated services, development, technology and support teams

 

Preferred Qualifications:  

• Ideal candidate has led a team focused on ERP implementations for a brand, supplier organization or within an ERP provider
• MBA, Masters in Supply Chain Management, CSCP or other advanced industry knowledge and certifications preferred
• Leadership experience in organization(s) using SAP ECC and/or SAP S/4HANA, Oracle EBS and/or Cloud, or similar

 

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: $116,500- $186,500. The actual salary offered will be determined based on the factors listed above and may fall anywhere within the range.   

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.