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About the Role

The Customer Success Executive is a strategic consultant responsible for developing and maintaining long-term customer relationships as the leader of the account team. This position requires a deep understanding of SPS Commerce products and the ability to build strong relationships with upper management and executives.

Responsibilities

• 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.
• Align with customers to understand their business goals and objectives, creating and managing plans for how SPS and customer achieve value.
• Ensure on-time delivery of products or services per sales contract.
• Provide product feedback to management or development teams.
• Own up to 15 accounts in portfolio at any given time with a mix of enterprise and multiproduct accounts.
• 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.
• 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.
• Act as an advanced individual contributor and informal leader across the organization.

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.

Skills

• SPS Commerce products
• Relationship building
• Executive communication
• Project management
• Negotiation
• Trend analysis

Location

• Toronto

Work Type

• Hybrid

Experience Level

• 10 years related experience
• 6 years related experience

Education Level

• Bachelor's degree
• Master's degree
• MBA

Salary/Compensations

• $94,200 - $141,300 CAD

Benefits

• Annual incentive program
• Comprehensive benefits package supporting health, well-being, and financial security

About the Company

• 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.
• SPS Commerce powers connections that drive the world of commerce forward.
• Our success depends on making strong decisions, fostering innovation, delivering unparalleled customer solutions, and driving outstanding business performance.

Equal Opportunity

• 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.