Contract Management Specialist

Description

Are you looking for a role where you will engage with customers to find resolutions with contact adjustments and account maintenance? Do you enjoy identifying areas of improvement for internal and external processes? We are looking for a Customer Success Contract Specialist who will heavily work with our Sales and Customer Success teams on operational details and take initiative in serving as a one stop shop in Contract Management while providing a stellar customer centric experience.

Does this sound like you?

• Getting high visibility into an organization excites you but you're a self-starter who wants to take on learning and the unknown by the horns. You're ready to Know More to Be More
• You are comfortable with finding customer resolutions and offering alternative solutions when appropriate and understanding when there is no resolution
• You are comfortable with communicating with customers in conflicting matters
• You enjoy being collaborative, while taking initiative and driving projects to completion with a sense of urgency in mind
• You are extremely customer centric and always put the customer first

Why SPS?

• With 91 consecutive quarters of growth, we know how to win
• You’ll work alongside talented and enthusiastic professionals who embrace the world of technology and will get direct exposure to driving new processes and projects while being heavily involved on the design of the role itself
• We have a leadership team that cares about your growth

The Day-to-Day

We're looking for someone who is Obsessed With Customers and knows how to Get After It! In this role you will partner with cross functional members to build and carry out solutions to ensure maintenance and growth of the customer. As a Customer Success Contract Specialist, you will drive accountability to key organizational partners on customer satisfaction.

• Assist customers who wish to cancel, credit or reduce rate
• Act as a relationship manager to an assigned sales team, supporting accounts via multiple support channels to find customer resolutions
• Develop and maintain programs and processes that reduce customer churn and increase customer retention
• Analyze and manage all revenue reductions activities
• Recommend process improvement and best practices that align with revenue reductions processes and causes
• Support development of refine and document processes and practices
• Reporting customer feedback to key organizational partners
• Maintain strong relationships across the organization through clear communication and detailed follow-ups
• Handle retention, renewal activities such as: credits, cancels, contact adjustments and account maintenance

Required Skills

• College degree or equivalent combination of education and experience
• 1-3 years of solid customer centric, sales, or operations type of experience
• You have excellent organizational skills with ability to effectively manage multiple projects
• Ability to effectively present and demonstrate solutions
• Demonstrated computer knowledge (Internet and Microsoft Office -Word, Excel and Outlook)
• Previous Sales Force experience is preferred

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

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