About this role

Serve as the primary point of contact and advocate for assigned accounts
Handle routine customer inquiries with standardized solutions, escalating complex issues as needed
Coordinate with sales, support teams, UPS operations, and Care & Service Control to deliver supply chain solutions and resolve critical issues
Conduct frequent business reviews, either in-person or virtually, to provide insights and recommendations to enhance customer experience
Develop and execute tailored success plans, driving adoption and maximizing ROI
Create strategies for upselling / cross-selling opportunities to drive account growth
Assess the customers’ business objectives, challenges, and success metrics to ensure UPS alignment to customer needs

Strong relationship management and interpersonal skills
Exceptional communication and negotiation skills
Extensive experience in customer relationship management and customer success metrics
Proven track record of managing large, high-value accounts with high customer satisfaction or customer experience feedback
Bachelor’s degree in business, marketing, or a related field (preferred)

Customer Success Manager

Key skills