UPS

Customer Success Manager – Platinum

UPS

full-time

Posted on:

Location Type: Office

Location: Louisville • Kentucky • United States

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About the 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
  • Proactively engage existing customers to identify and mitigate risks to ensure customer satisfaction and retention and prevent churn
  • Conduct frequent business reviews, either in-person or virtually, to provide insights and recommendations to enhance the customer experience
  • Develop and execute tailored success plans, driving adoption and maximizing ROI
  • Create strategies for upselling / cross-selling opportunities to drive account growth
  • Engage as needed with HIA to ensure customers trust and value service delivery
  • Regularly create QBRs/QVPs for customers
  • Analyze customer mix and performance metrics to support balanced retention efforts
  • Stay informed on the customer’s industry trends to provide strategic guidance through UPS offerings

Requirements

  • 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)
Benefits
  • Health insurance
  • 401(k) matching
  • Paid time off
  • Professional development opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer relationship managementcustomer success metricsaccount managementupsellingcross-sellingperformance metricsstrategic guidancerisk mitigationROI maximizationbusiness reviews
Soft Skills
relationship managementinterpersonal skillscommunication skillsnegotiation skillscustomer satisfactioncustomer experienceadvocacyproblem-solvingcollaborationinsight generation