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Job Description:
Summary
The Premier Customer Success Supervisor will oversee and nurture relationships with our Premier customers. The Premier Customer Success Supervisor will ensure customer satisfaction, drive product adoption, and support clients in achieving their business objectives. The ideal Premier Customer Success Supervisor will excel at balancing strategic guidance and operational support to deliver value and build long-term customer loyalty. With a focus on client satisfaction, retention, and growth, the Premier Customer Success Supervisor will identify opportunities to leverage available solutions and products for growth and will ensure a seamless customer experience. The Premier Customer Success Supervisor will contribute to retention, expansion, and overall customer success. This role is pivotal in driving customer loyalty and maximizing revenue from existing customers.
Key Responsibilities:
Issue Management
Serve as the primary point of contact and advocate for designated accounts.
Coordinate with sales, support teams, UPS operations, and Care & Service Control to deliver supply chain solutions and resolve critical issues.
Value Creation / Strategic Engagement
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.
Assess the customer’s business objectives, challenges, and success metrics to ensure UPS alignment to customer needs.
Develop and execute tailored success plans, driving adoption and maximizing ROI.
Create strategies for upselling / cross-selling opportunities to drive account growth.
Regularly create QBRs/QVPs for customers.
Analytics / Reporting
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.
Stay informed on the customer’s industry trends to provide strategic guidance through UPS offerings.
Qualifications:
Demonstrated capability to manage high-value accounts with a customer-centric approach.
Exceptional problem-solving skills.
Outstanding communication skills across various platforms.
3 to 5 years in customer success, account management, or other customer-facing roles.
Proven ability to balance proactive customer engagement and process efficiency.
Growing expertise in medium/large customer relationship management.
Bachelor’s degree in business, marketing, or a related field (preferred).
The internal job posting will close 11:59pmEST 9/10/26 for all employees.
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/national origin/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.
Skills Required
- 3 to 5 years of experience in customer success, account management, or other customer-facing roles
- Demonstrated ability to manage high-value accounts with a customer-centric approach
- Exceptional problem-solving skills
- Outstanding communication skills across various platforms
- Ability to balance proactive customer engagement and process efficiency
- Experience managing medium and large customer relationships
- Bachelor's degree in business, marketing, or a related field
- U.S. citizenship, lawful permanent residence, or authorization to work in the United States for the employer
United Parcel Service (UPS) Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about United Parcel Service (UPS) and has not been reviewed or approved by United Parcel Service (UPS).
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Affordable Benefits — Full- and part-time Teamsters-represented employees typically receive $0-premium healthcare with low or no copays, with UPS emphasizing parity for part-timers. The current contract and company materials position this low-cost coverage as a core, industry-leading element of total compensation.
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Retirement Support — Union employees participate in employer-funded defined-benefit pension plans, with increased health and welfare/pension contributions outlined through 2028. Non-union U.S. employees receive UPS retirement contributions of roughly 5%–8% of pay into the 401(k) Savings Plan based on service.
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Pay Growth & Progression — The 2023–2028 UPS–Teamsters agreement delivers scheduled general wage increases (e.g., $2.75 in 2023 and $7.50 over the deal) and raises the part-time starting rate to around $21/hour. The agreement also eliminates a two-tier driver classification and clarifies progressions, supporting predictable earnings growth.
United Parcel Service (UPS) Insights
What We Do
Operating in more than 200 countries and territories, we’re committed to moving our world forward by delivering what matters. Beginning as a small messenger service, UPS was started by two enterprising teenagers and a $100 loan. Now, we’re more than 500,000 UPSers strong, with operations around the globe.
