Before you apply to a job, select your language preference from the options available at the top right of this page. Explore your next opportunity at a Fortune Global 500 organization. Envision innovative possibilities, experience our rewarding culture, and work with talented teams that help you become better every day. We know what it takes to lead UPS into tomorrow—people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself or teams, there are roles ready to cultivate your skills and take you to the next level.
Job Description
Schedule: 8:00 am to 5:00 pm flexible hours
Monday to FridayThis position will support a territory including Northwestern Rhode Island and Southeastern Massachusetts.
Summary:
The Signature Customer Success Account Manager will manage a portfolio of medium sized customers. The SCSAM will focus on driving customer growth and retention at scale, leveraging dashboards and reporting to support clients effectively. The SCSAM will excel in managing multiple customers efficiently, providing value-driven guidance, and ensuring consistent engagement. The SCSAM will drive customer loyalty and growth by identifying patterns, addressing common challenges, and enabling customers to maximize their success with our solutions and products.
Key Responsibilities
Issue Management:
Serve as the primary point of contact and advocate for assigned accounts.
Handle routine customer inquiries with standardized solutions while escalating complex issues as needed.
Coordinate with sales, support teams, and UPS operations to deliver supply chain solutions.
Value Creation / Proposals:- Proactively engage existing customers to enhance value and prevent churn.
- Conduct in person and remote performance reviews to assess satisfaction and identify improvement areas.
- Identify upsell opportunities and guide customers to resources for additional value.
- Develop strategies for upselling / cross-selling opportunities to drive account growth.
- Drive product adoption and educate customers on products and services. Territory Management
- Manage a large portfolio of accounts with a focus on efficiency and scalability.
- Monitor customer health metrics to measure satisfaction and prevent churn.
Feedback Collection:
Update UPS DRIVE with retention data, planning next steps for churn prevention / growth.
Qualifications:- 2+ years in customer success, support, or related customer-facing roles. SMB account management experience.
- Ability to manage multiple customer engagements through strong organizational skills. Data-driven mindset.
- Excellent written communication skills. Must be located within the territory or willing to relocate themselves. There is no relocation support available for this position.
- Bachelor's degree required
- Employee Type: PermanentUPS is committed to providing a workplace free of discrimination, harassment, and retaliation.
- Other Criteria: UPS is an equal opportunity employer. UPS does not discriminate on the basis of race/color/religion/sex/nationalorigin/veteran/disability/age/sexual orientation/gender identity or any other characteristic protected by law.
Basic Qualifications:
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.
Pay Range
Summary
Location: US - CHELMSFORD (MACHE)
Type: Full time
