Manager I, Customer Success
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:
We are seeking a Manager to lead the European team of consultants within our Customer Success Department who is responsible for implementing services for SPS Commerce clients. You will play a critical role in building, developing and maintaining a highly productive and skilled team.
Your team will focus on delivering seamless technical integration solutions for customers while proactively identifying opportunities for upselling. This position plays a vital role in ensuring customer success and driving business growth through exceptional service delivery and team leadership.
Key Responsibilities:
- Influence strategies on how we evolve people, process, and technology
- Supervise assignments of delivery resources to implementation projects
- Perform 1:1s with direct team members, 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 business performance and operations
- Partner with Sales, Technology, Customer Support and Finance 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, with the goal of retaining 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
Location:
This is a hybrid role based in our Breukelen office.
Required Qualifications:
- Demonstrated leadership experience (formal or informal)
- Excellent organizational skills and written/oral communication skills
- Knowledge of Supply Chain Business Processes
- Demonstrated ability to lead large teams and achieve goals without the need for 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 collaboration and communication skills with clients and internal sales, marketing, development, technology, and support teams
- Demonstrated experience in completing IT or Service implementation projects
- Experience developing processes and managing projects in a technology-based service organization desired
- Experience with EDI or E-Invoicing Projects
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.