SPS Commerce is seeking a strong leader and customer advocate, adept at building high-performing teams and fostering effective customer relationships, to serve as our Manager of Customer Success, a key role within the Customer Account Management (CAM) team. You will be responsible for providing exceptional leadership and fostering a productive team. This is a dynamic, customer-facing leadership role requiring expertise in managing a diverse range of accounts, primarily (but not limited to) existing customers who may have been with us for a few months or several decades.
The ideal candidate will be local to Melbourne, but we may also consider outstanding candidates in regional Victoria. Relocation assistance may be available for the right candidate.
Does this sound like you?
- You bring proven people management skills and a successful history of working directly with customers.
- You have a history of developing high-performing teams in skills, processes and culture.
- You are an effective communicator who is highly organised and goal oriented.
- You are comfortable with technology, including managing and leading technical resources and projects, and are skilled in developing processes.
Why 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. Careers don’t just grow here, they’re made here.
Day to Day
As the Manager of Customer Success, you will lead a team of 8-10 project managers and consultants responsible for delivering technical integration solutions to our customers. You will be responsible for developing and leading your team, fostering a strong culture, and ensuring team members are highly skilled and productive. Your team will deliver exceptional service while supporting implementation projects and upgrades for our existing customers. As a leader, you will work with both existing and new customers, building strong relationships and serving as a support liaison. You’ll assist with customer onboarding, conduct quarterly customer reviews, and oversee portfolio health assessments.
Additional Essential responsibilities and duties:
- Lead your team and build a team culture aligned with SPS Values
- Influence strategies on how we evolve people, processes, and technology
- Supervise assignments of delivery resources to implementation projects
- Perform 1:1s with their employees, conduct performance reviews and career development discussions at least twice a year
- Provide feedback on quality, timeliness and cost-effectiveness of customer and internal deliverables and coach their direct reports regularly
- Facilitate process improvement discussions across internal functions to implement changes that improve SPS Commerce’s business performance and operations
- Provide mentoring and work direction for team resources, as needed
- Work closely with leaders to get up to speed with an operating plan for the region
- Partner with Sales, Implementation, Customer Support and Customer Success to ensure effective touch points are maintained to provide excellence in all areas of service delivery
- Drive, deliver, and measure overall implementation team productivity goals
- Achieve customer satisfaction, to retain revenue
- Responsible for capacity planning and skill set alignment to meet customer needs
- Communicate regularly with customers to ensure success; able to reset expectations and de-escalate effectively
As Manager of Customer Success, you will have the opportunity to:
- Impact service and operations by building a strong team culture while also engaging in cross-functional partnerships with Finance, Production, Sales, and Support.
- Influence both strategy and customer relationships by aligning multinational accounts with U.S. and other regional teams.
- Support the implementation of EDI (Electronic Data Interchange) products. These products are needed by all retailers and SPS Commerce is a recognised and growing industry leader.
- Enjoy stability, competitive compensation, and excellent benefits. SPS has achieved 94 consecutive quarters of revenue growth.
Required Skills
- Bachelor’s degree or a combination of equivalent education and experience
- 5+ years of relevant experience, including at least 3 years in a formal people management role and expertise working directly with customers
- Excellent organisational skills and written/oral communication skills
- Experience developing processes and managing projects in a technology-based service organisation
- Demonstrated ability to lead large teams and achieve goals without direct authority over personnel
- Demonstrated ability to work with minimal supervision while taking initiative and setting priorities in a demanding, fast-paced environment
- Experience in managing and leading technical resources
- Strong interaction with clients and internal sales, marketing, development, technology and support teams
Preferred Qualifications:
- Demonstrated experience in completing IT or Service implementation projects preferred
- EDI experience is preferred; SaaS experience is a strong advantage
