Join a Global Leader in Logistics!
Embrace the opportunity to work with a Fortune Global 500 company that values innovation and teamwork. At UPS, we are dedicated to fostering a rewarding culture and empowering our employees to thrive every day. If you possess a blend of skill and passion, we have roles that will enhance your abilities and propel you to new heights.
Job Description:
The Signature Customer Success Manager (CSM) plays a pivotal role in managing a diverse portfolio of smaller customers. This position centers on enhancing customer satisfaction and retention at scale. By leveraging dashboards and reporting, the CSM effectively supports clients, manages their needs efficiently, and ensures consistent engagement. The CSM's efforts will focus on driving customer loyalty by understanding their challenges, maximizing their success with our solutions, and identifying growth opportunities.
Key Responsibilities:
Issue Management:
Serve as the primary point of contact and advocate for assigned accounts.
Address routine customer inquiries using standardized solutions, while escalating complex issues as necessary.
Collaborate with sales, support teams, and UPS operations to deliver effective supply chain solutions.
Value Creation / Proposals:
Proactively engage with existing customers to enhance value and reduce churn.
Conduct regular virtual check-ins and performance reviews to assess customer satisfaction and identify areas for improvement.
Identify low touch upsell opportunities and guide customers to additional resources for enhanced value.
Develop strategies for upselling and cross-selling to drive account growth.
Promote product adoption and educate customers about our products and services.
Territory Management:
Manage a large portfolio of lower-tier accounts with an emphasis on efficiency and scalability.
Monitor customer health metrics to gauge satisfaction and prevent churn.
Feedback Collection:
Update UPS DRIVE with retention data, planning next steps for churn prevention and growth.
Qualifications:
0-4 years in customer success, support, or related customer-facing roles.
Experience in managing SMB accounts.
Strong organizational skills to manage multiple customer engagements effectively.
Data-driven mindset.
Excellent written communication skills.
Employee Status:
Permanent UPS is committed to providing a workplace free of discrimination, harassment, and retaliation. Other Criteria: UPS is an equal opportunity employer, and we value diversity in our workforce. Basic Requirements: Must be a U.S. Citizen, U.S. National, or an alien authorized for permanent residency or work in the U.S. for this employer. Compensation: The salary range for this position is $61,620 to $107,880 annually based on factors such as location, job-related knowledge, skills, education/training, and work experience. The position is also eligible for a sales incentive plan along with other management incentives, subject to specific eligibility requirements. Our extensive benefits package includes medical/prescription drug coverage, dental and vision benefits, flexible spending accounts, life insurance, disability income protection, an employee assistance program, educational assistance, a 401(k) retirement plan, vacation, paid holidays, personal time, and paid sick and family leave as mandated by law, along with discounts on employee stock purchases.
Permanent UPS is committed to providing a workplace free of discrimination, harassment, and retaliation. Other Criteria: UPS is an equal opportunity employer, and we value diversity in our workforce. Basic Requirements: Must be a U.S. Citizen, U.S. National, or an alien authorized for permanent residency or work in the U.S. for this employer. Compensation: The salary range for this position is $61,620 to $107,880 annually based on factors such as location, job-related knowledge, skills, education/training, and work experience. The position is also eligible for a sales incentive plan along with other management incentives, subject to specific eligibility requirements. Our extensive benefits package includes medical/prescription drug coverage, dental and vision benefits, flexible spending accounts, life insurance, disability income protection, an employee assistance program, educational assistance, a 401(k) retirement plan, vacation, paid holidays, personal time, and paid sick and family leave as mandated by law, along with discounts on employee stock purchases.