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:
As a Customer Success Executive, you will be responsible for building and nurturing strong, long-lasting relationships with key enterprise customers.
You will work closely with customers to ensure they are achieving the desired outcomes while maximizing the value they get from SPS solutions. Your role will be vital in driving retention, expansion, and overall customer satisfaction.
Key Responsibilities:
- Build and nurture relationships with key decision makers and stakeholders. Understand customer goals, challenges and needs to identify the right upsell opportunities. Promote value and adoption to lead to future upsells.
- Regularly check in with customers to assess satisfaction, uncover potential issues, and identify opportunities for improvement or growth.
- Balance a portfolio of 15-25 customers with average annual spend of $3-6M
- Identify and address potential risks to account retention, working proactively to ensure continued success.
- Track key performance metrics for enterprise accounts, providing regular reports on customer health, satisfaction, product usage, and other key KPIs. Share insights and action plans with both internal teams and customers.
- Proactively uncover opportunities for increasing customer wallet share, based on customer needs, business goals, and product usage by recognizing signals that indicate a customer is ready and willing to consider an opportunity.
- Achieve retention and expansion targets through consultative selling techniques
- Clearly articulate the unique value of our products and services to customers, demonstrating how they align with their business objectives and solve key challenges.
- Act as account team leader, bringing relevant teams together for a common goal for the customer by identifying how to help customers solve business challenges across the multiple involved internal stakeholders.
Location:
This is a hybrid role based in our Breukelen office.
Required Qualifications:
- 7+ years of related experience in a customer-facing customer success, account management or strategic consulting role
- Experience with strategic and complex enterprise customer needs
- Successful track record of consistently delivering against sales quotas
- Experience establishing yourself as a trusted advisor with customer partners to guide outcomes
- Ability to listen attentively, understand and communicate complex problems clearly and concisely to both technical and non-technical stakeholders
- Strong analytical skills, with experience in leveraging customer data to drive outcomes and make recommendations
- The ability to speak and write English fluently is required
Preferred Qualifications:
- Fluency in other languages (French, German, Spanish)
- Experience from a SaaS company or have a retail background
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.
