Customer Success Account Manager - Signature
UPS, Mason City, IA, United States
Join a dynamic team where innovative possibilities are envisioned, and a rewarding culture thrives. As a Customer Success Account Manager (CSM) at UPS, you will play a crucial role in leading our initiatives to enhance customer satisfaction and retention. If you're ready to cultivate your skills and contribute to our mission, we want to hear from you!
As a Signature CSM, you will manage a diverse portfolio of smaller accounts, focusing on driving customer satisfaction and loyalty. Your role will involve leveraging dashboards and reporting tools to support and engage clients effectively. By identifying common challenges and opportunities for growth, you will enable customers to maximize their success with our solutions and products.
This position will cover areas including Fort Dodge, Spencer, and Mason City.
Key Responsibilities:
Issue Management:
Act as the primary point of contact for assigned accounts, advocating for customer needs and handling inquiries with efficient solutions while escalating complex issues as necessary. Value Creation / Proposals:
Proactively engage with existing customers to enhance value, conduct virtual check-ins and performance reviews, identify upselling opportunities, develop strategies to drive account growth, and educate customers on our products and services. Territory Management:
Manage a large portfolio of lower-tier accounts with a focus on efficiency, monitoring customer health metrics to ensure satisfaction and proactively prevent churn. Feedback Collection:
Maintain and update retention data in UPS DRIVE, planning next steps for customer growth and churn prevention. Qualifications:
0-4 years of experience in sales, 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. A preferred 4-year degree. At UPS, we are committed to providing a workplace free of discrimination, harassment, and retaliation. We are an equal opportunity employer and do not discriminate on any basis protected by law. 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.
Issue Management:
Act as the primary point of contact for assigned accounts, advocating for customer needs and handling inquiries with efficient solutions while escalating complex issues as necessary. Value Creation / Proposals:
Proactively engage with existing customers to enhance value, conduct virtual check-ins and performance reviews, identify upselling opportunities, develop strategies to drive account growth, and educate customers on our products and services. Territory Management:
Manage a large portfolio of lower-tier accounts with a focus on efficiency, monitoring customer health metrics to ensure satisfaction and proactively prevent churn. Feedback Collection:
Maintain and update retention data in UPS DRIVE, planning next steps for customer growth and churn prevention. Qualifications:
0-4 years of experience in sales, 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. A preferred 4-year degree. At UPS, we are committed to providing a workplace free of discrimination, harassment, and retaliation. We are an equal opportunity employer and do not discriminate on any basis protected by law. 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.