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About the role
Key responsibilities & impact- 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
What you’ll need- 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
Comp & perks- Health insurance
- 401(k) matching
- Paid time off
- Professional development opportunities
ATS Keywords
✓ Tailor your resumeApplicant 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