Customer Success Executive

Résumé du poste

The Customer Success Executive acts as a strategic consultant leading account teams to maintain long-term customer relationships and increase lifetime value. They are responsible for aligning SPS products with customer business goals and managing executive-level interactions.

Détails du poste

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: Job Summary: The Customer Success Executive is a strategic consultant that develops and maintains long-term customer relationships as the leader of the ongoing account team. 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 to intelligently speak to the value and usage of each platform. This role will develop and maintain strong relationships with upper management and executives is critical to success, both within SPS and with our customers. Essential Responsibilities / Duties Develop and maintain new executive relationships and leverage into driving and leading discussions Increase customer lifetime value by: Monitoring customer trading partner onboarding, additions and adoption; Aligning with customer to understand their business goals and objectives, creating and managing plans for how SPS and customer achieve that value Ensure on-time delivery of products or services per sales contract and provide product feedback to management or development teams Own up to 15 accounts in portfolio at any given time with a mix of enterprise, multiproduct and will need to Lead change management for the customer and for SPS Communicate effectively with multiple levels of organization both at the customer as well as within SPS Act as the go-to person at SPS and the Customer organization for general status and updates Advocate for best practices with the customer and overcome resistance to process changes in order to align to SPS business objectives along with optimal customer support Establish a deep knowledge of organization's products and services and customers' business goals and objectives Lead by influence, coaching and guiding other team members in decision-making; recognized as an advanced individual contributor who is an informal leader across the organization Minimum Requirements A minimum of 10 years of related experience in retail or account management with a Bachelor’s degree; or 6 years and a Master’s degree; or equivalent combination of education and experience Proven success interfacing with and aligning at an Executive level Excellent organizational skills and written/oral communication skills, initiative, vision, and enthusiasm Capabilities to drive informal coaching and leadership from across the account team and organization Demonstrated success analyzing complex situations, defining key objectives, and developing strategies and action plans Strong background in negotiating contract business terms and understanding terms and conditions Proven ability to engage and interact with internal teams to drive the process of resolving issues using forward-thinking, out of the box solutions Excellent planning and project management capabilities Must have an entrepreneurial outlook and be able to influence future direction of the company through use of trend analysis and hands on experience Preferred Experience MBA Location: This role follows a hybrid work model, with regular in-office presence required at our Toronto office. 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: $94,200 - $141,300 CAD. The actual salary offered will be determined based on the factors listed above and may fall anywhere within the range. Additionally, you may also be eligible to participate in an annual incentive program. An incentive award, if granted, is based on individual and/or organizational performance. SPS Commerce offers a comprehensive benefits package designed to support employees’ health, well-being, and financial security. Benefits are country-specific and aligned with local laws and market practices. Commitment to our Employees: At SPS we power connections that drive the world of commerce forward, and our success depends on making strong decisions, fostering innovation, delivering unparalleled customer solutions, and driving outstanding business performance. We achieve this by creating an environment where every employee feels a true sense of belonging. We embrace diversity, equity, and inclusion, ensuring everyone feels accepted, valued, and empowered to make a meaningful impact. We are committed to affirmative action and equal opportunity in all aspects of employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Ce que vous ferez

The Customer Success Executive acts as a strategic consultant leading account teams to maintain long-term customer relationships and increase lifetime value. They are responsible for aligning SPS products with customer business goals and managing executive-level interactions.

Exigences

Requires a minimum of 10 years of experience in retail or account management with a Bachelor's degree, or 6 years with a Master's degree. Candidates must demonstrate success in executive alignment, contract negotiation, and complex strategy development.

Avantages

• Annual Incentive Program • Comprehensive Health Benefits • Well-being Support • Financial Security Benefits

Compétences indiquées

• Gestion de projet · Souhaitée

Autres compétences pertinentes

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Account Management
• Executive Relationship Management
• Strategic Consulting
• Change Management
• Contract Negotiation
• Project Management
• Trend Analysis
• Customer Lifetime Value Optimization
• Cross-functional Leadership
• Communication Skills
• Organizational Skills
• Problem Solving
• Influencing Skills
• Workplace Inclusivity
• Customer Success Management
• Influencing Without Authority
• Supply Chain
• Business Objectives
• Advocacy
• Planning
• Customer Support
• Management
• Decision Making
• Communication
• Continuous Improvement Process
• Equities
• Leadership
• Innovation
• Microsoft Outlook
• Organizational Performance
• Coaching
• Contract Of Sale
• Supply Chain Management
• Verbal Communication Skills
• Master Of Business Administration (MBA)
• Enthusiasm

Domaines d’emploi

• Customer Service & Support
• Sales
• Management & Leadership
• Consulting
• Logistics
• Customer Success Executive
• Sales Support Specialist
• Commercial Sales Representatives
• Sales Representatives of Services, Except Advertising, Insurance, Financial Services, and Travel