Consultant II, Customer Success

As a Consultant II in Customer Success at SPS Commerce, your key responsibilities include executing system installations and upgrades, performing initial technical implementations of technology products, and monitoring project progress to meet deadlines. You will collaborate with clients to understand their operational needs while ensuring they are informed about the project's status. Your role will also entail troubleshooting and resolving issues that could hinder client satisfaction.

To qualify for the Consultant II position in Customer Success at SPS Commerce, candidates should have a Bachelor’s Degree or equivalent experience, with at least 2 years of related experience in the field. Familiarity with XML and data mapping tools is preferred but not mandatory. Strong analytical, problem-solving skills, and the ability to manage multiple projects effectively are essential.

SPS Commerce is committed to creating an inclusive work environment that values diversity. We focus on fostering connections that drive innovation and celebrate individual differences. Every employee is encouraged to contribute their unique perspectives, ensuring that we all feel valued and empowered within the company, including those in the Consultant II roles in Customer Success.

For the Consultant II role in Customer Success at SPS Commerce, you can work remotely from anywhere in the Philippines. This setup promotes flexibility and work-life balance while still enabling you to collaborate effectively with colleagues and clients. Regular communication and teamwork are emphasized to ensure everyone stays connected and engaged.

During the onboarding process for the Consultant II position in Customer Success at SPS Commerce, you will receive comprehensive training and support to get you familiar with our systems and processes. You will have access to resources and mentorship to guide your transition into your new role, ensuring you feel confident and prepared to excel in your responsibilities from the start.

When answering this question, outline specific examples from previous jobs where you managed system installations or upgrades. Highlight your role in troubleshooting during the process and any successful outcomes or improved efficiencies as a result.

Explain your methodical approach to diagnosing issues and finding solutions, possibly mentioning any tools or techniques you use. Include examples of complex problems you've solved for clients and how you ensured customer satisfaction.

Discuss how prioritization, time management, and effective communication play a role in managing multiple projects. Share any tools or systems you've used to stay organized and monitor project timelines, especially in a remote setting.

Provide a specific example of a challenging customer issue you have faced, detailing how you resolved it. Focus on your communication skills and ability to empathize with the customer while navigating the situation to a successful conclusion.

Mention qualities such as strong communication skills, analytical thinking, adaptability, and effective problem-solving. Explain why these characteristics are crucial for success in the role and give examples of how you've demonstrated these qualities in the past.

Discuss your commitment to continuous learning through online courses, webinars, and industry conferences. Highlight any specific sources or communities you engage with to keep your knowledge current, which is especially pertinent in a tech-driven field like Customer Success.

Describe how you view collaboration as vital for understanding customer needs and achieving project goals. Share examples of successful collaborations you've been involved in and how teamwork contributed to positive outcomes.

Provide a specific example of a situation where you engaged with a client to discern their needs and objectives. Explain how you translated this understanding into actionable plans that aligned with their goals.

Mention any specific tools you are familiar with, such as data mapping or text editing tools, and discuss how you use them in your work. Highlight any experiences where leveraging technology led to significant improvements in project delivery or customer satisfaction.

Highlight the importance of regular check-ins and updates through video calls, emails, and any project management tools. Discuss how you personalize communication to ensure clients feel supported and informed consistently.