Sr Director, Customer Success Retail

Description

SPS Commerce is adding a Senior Director of Customer Success Retail to our customer success leadership team. In this newly created role, you will lead a large team and department responsible for an extensive, multi-segment retail portfolio of global enterprise accounts. This is an outstanding opportunity to:

• Make a strong impact while evolving your career by guiding teams and enterprise retail customers through business process changes.

• Enjoy wide visibility in a key role working with internal and external C-suite stakeholders, including executives from some of the largest retail organizations in the world.

• Influence quality and service as you coach and mentor internal teams and drive outstanding performance.

• Join us at a time of growth and positive change. You'll influence strategy as we disrupt the market with innovative retail management solutions.

• Be part of a welcoming and friendly culture that's collaborative, tight-knit, and down-to-earth. We work hard and also enjoy fun events.

This demanding, in-office role requires travel between 10% and 25% of the time. It could be a good fit for several profiles, including those who have worked in similar roles, candidates with experience in consulting, particularly those who have led operational changes in retail, or general managers from large retailers.

Does this sound like you?

• You have a background in senior-level retail, merchandising, and operations, including supply chain, combined with expertise in leading large teams and driving success.

• You're also a proven relationship builder and account manager who's comfortable consulting with top executives and influencing organizational change.

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 Senior Director of Retail Customer Success, you will lead a large team and vital department responsible for managing an extensive, multi-segment retail portfolio of enterprise accounts. The team is responsible for successfully onboarding new enterprise retailers, overseeing the delivery of business solutions, driving account management practices, and ensuring operational efficiency for major global retailers and distributors.

Your ability to lead the onboarding of new enterprise retailers through business and technology changes will be critical to your success. You'll provide strategic guidance, coordinate efforts across functional teams, clarify roles within those teams, and collaborate with internal and external stakeholders to ensure that the solutions delivered meet industry standards and client needs. Additionally, you'll build and maintain strong relationships with new and existing clients, their executive teams, and our internal executive team, which is also client-facing. As part of your specific duties, you will:

• Serve as the executive-level point of contact for customers, providing consultation, guidance, and timely issue resolution.

• Identify growth and improvement opportunities within accounts.

• Develop strategies to drive customer retention, business adoption, and expansion opportunities; collaborate with Sales regarding new opportunities.

• Oversee the implementation process of products and/or services for enterprise clients, ensuring successful launches.

• Develop and implement training programs to enhance team skills and knowledge.

• Establish and manage key performance indicators (KPIs) for functional roles and business teams.

• Provide strong leadership and guidance to team members, clarifying roles, responsibilities, and objectives.

• Monitor and evaluate team performance regularly, offering feedback and coaching for development.

• And more.

Required Skills

To be a good fit for the Senior Director of Customer Success Retail position, you will have:

• Minimum 12+ years in retail or account management/consultation in the retail space; expert knowledge of retailers.

• Bachelor's degree in business, marketing, or a related field preferred. Master's degree preferred.

• Knowledge of SaaS solutions with a record of success onboarding and managing high-value client relationships. Experience with e-Suite is an advantage.

• Ability to establish credibility while consulting with executives at major retailers to influence organizational change.

• Proven success in driving revenue growth with existing accounts.

• Strong leadership and team management skills. The ideal candidate will have experience managing large teams.

• Knowledge and understanding of the retail supply chain.

• Ability to travel 10%-25%.

In addition, you'll need the following core competencies:

• Strategic thinking and the ability to develop and execute plans to achieve objectives.

• Excellent communication and people skills.

• Analytical skills to assess performance metrics and make data-driven decisions.

SPS Commerce offers a comprehensive package of benefits including health, dental, vision, disability and life insurance, paid time-off, 401(k), health and flexible spending accounts, stock purchase plan and more.

EOE including disability/ veteran

Note: This description is intended to give you a general overview of the position and is not an exhaustive listing of duties and responsibilities.