Solutions Customer Advocate II

Overview

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!

The Payment Solutions Customer Advocate is responsible for engaging with customers who have missed payments, ensuring a high-quality customer experience, minimizing service disruption, and resolving open balances. This role will work closely with customers and internal teams to understand root cause and identify solutions to resolve and ultimately retain a paying the customer.

• Engage customers who have missed payments to avoid disruption of services
• Conduct empathetic, solution-oriented conversations with customers to understand and resolve payment issues
• Research internal and external sites for contacts to resolve billing contact gaps
• Educate users on payment portal and autopay options, to increase adoption and positive experience
• Reduce complexity for internal teams and customers by digesting financial information and clearly communicating contract, invoice, payment, statement, and balance information.
• Work closely with customers and internal teams to identify root causes, recommend solutions, and ensure resolution
• Report and analyze customer feedback and trends
• Provide regular reports on engagement activities including status, reason codes, success rates, satisfaction, customer health and feedback, and insights into trends that can help improve customer experience and process.
• Communicate effectively with multiple levels of both SPS and the customer, negotiating with customers and/or levels of leadership to be a champion of the customer, their retention, as well as the SPS business, adjusting the message to the audience
• Plan, prioritize, and execute a variety of work on different platforms independently, create and manage customer action plans
• Execute monthly operational processes to identify, communicate, and action customer cohorts
• Partner closely across Customer Success Operations, Support, and Delivery teams as well as Customer Success Manager, Contracts, and Finance to continuously learn and address issues, driving timely resolution

• Bachelor’s degree, or equivalent combination of education and experience
• A minimum of 5 years of related experience
• Proven success collaborating and building strong relationships with customers
• Demonstrated ability to understand and analyze customer contract, invoice and payment information
• Demonstrated ability to utilize multiple systems and AI to research and investigate issues, resolving complex issues with initiative and ownership
• Demonstrated ability to manage customer escalations and drive to desired outcome

This role follows a hybrid work model, with regular in-office presence required at our Minneapolis office.

At SPS Commerce, we are committed to ensuring that each employee s compensation reflects their unique experiences, performance, and skills in their role. The pay range for this role considers several factors, including education, relevant skills, work history, certifications, location, and more.

The hourly pay range for this role is: $58,900. USD Annual. The actual pay offered will be determined based on the factors listed above and may fall anywhere within the range.

SPS Commerce offers a comprehensive benefits package designed to support employees’ health, well-being, and financial security. Benefits are country-specific and aligned with local laws and market practices.

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.