UPS

Customer Success Manager

UPS

full-time

Posted on:

Location Type: Office

Location: Chicago • Illinois • Iowa • United States

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Salary

💰 $97,200 - $170,100 per year

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 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
  • Assess the customers’ business objectives, challenges, and success metrics to ensure UPS alignment to customer needs
  • 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
  • Monitor customer mix and performance metrics to support balanced retention efforts
  • Update UPS DRIVE with retention data and plan next steps for churn prevention/growth

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)
  • 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.
Benefits
  • Medical/prescription drug coverage
  • Dental & Vision Benefits
  • Flexible Spending Account
  • Health Savings Account
  • Dependent Care Flexible Spending Account
  • Basic and Supplemental Life Insurance & Accidental Death and Dismemberment
  • Disability Income Protection Plan
  • Employee Assistance Program
  • Educational Assistance Program
  • 401(k) retirement program
  • Vacation
  • Paid Holidays and Personal time
  • Paid Sick/Family and Medical Leave time required by law
  • Discounted Employee Stock Purchase Program
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-sellingbusiness reviewsperformance metricsretention strategieschurn preventionROI maximization
Soft Skills
relationship managementinterpersonal skillscommunication skillsnegotiation skillscustomer satisfactioncustomer experiencestrategic guidanceproblem-solvingrisk mitigationcustomer advocacy