Note: The job is a remote job and is open to candidates in USA. UPS is a Fortune Global 500 organization seeking a Signature Customer Success Account Manager to manage a high volume of smaller customers. This role focuses on driving customer satisfaction and retention by leveraging data and providing value-driven guidance to ensure customer success with UPS solutions and products.
Responsibilities
- Serve as the primary point of contact and advocate for assigned accounts
- Handle routine customer inquiries with standardized solutions while escalating complex issues as needed
- Coordinate with sales, support teams, and UPS operations to deliver supply chain solutions
- Proactively engage existing customers to enhance value and prevent churn
- Conduct periodic, mostly virtual customer check-ins and performance reviews to assess satisfaction and identify improvement areas
- Identify low-touch upsell opportunities and guide customers to resources for additional value
- Develop strategies for upselling / cross-selling opportunities to drive account growth
- Drive product adoption and educate customers on products and services
- Manage a large portfolio of lower-tier accounts with a focus on efficiency and scalability
- Monitor customer health metrics to measure satisfaction and prevent churn
- Update CRM with retention data, planning next steps for churn prevention/growth
Skills
- 1–4 years in customer success, support, or related customer-facing roles
- SMB account management experience
- Ability to manage multiple customer engagements through strong organizational skills
- Data-driven mindset
- Excellent written communication skills
- Must be a U.S. Citizen or National of the U.S., an alien lawfully admitted for permanent residence, or an alien authorized to work in the U.S. for this employer
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