Customer Success Account Manager - Signature - Saddlebrook & Secaucus, NJ

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Job Description:

The Signature Customer Success Manager (CSM) will manage a high volume of smaller customers. The Signature CSM will focus on driving customer satisfaction and retention at scale, leveraging dashboards and reporting to support clients effectively. The Signature CSM will excel in managing multiple customers efficiently, providing value-driven guidance, and ensuring consistent engagement. The Signature CSM will drive customer loyalty and growth by identifying patterns, addressing common challenges, and enabling customers to maximize their success with our solutions and products.

The territory for this role will be Saddlebrook and Secaucus, NJ. The ideal candidate will be located within this territory.

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 engages existing customers to enhance value and prevent churn
• Conduct periodic, mostly virtual customer check-ins and performance reviews to assess satisfaction and identify improvement areas
• Identify low touch upsell opportunities and guide customer to resources for additional value
• Develop strategies for upselling / cross-selling opportunities to drive account growth
• Drive product adoption and educate customers and products and services
   

Territory Management:

• Manage a large portfolio of lower-tier accounts with a focus on efficiency and scalability
• Monitor customer health metrics to measure satisfaction and to prevent churn
   

Feedback Collection:

• Update UPS DRIVE with retention data, planning next steps for churn prevention / growth
   

Qualifications:

• 0-4 years in customer success, support, or related customer-facing roles
• SMB account management experience
• Can manage multiple customer engagements through strong organizational skills
• Data driven mindset
• Excellent written communication skills

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 engages existing customers to enhance value and prevent churn
• Conduct periodic, mostly virtual customer check-ins and performance reviews to assess satisfaction and identify improvement areas
• Identify low touch upsell opportunities and guide customer to resources for additional value
• Develop strategies for upselling / cross-selling opportunities to drive account growth
• Drive product adoption and educate customers and products and services
   

Territory Management:

• Manage a large portfolio of lower-tier accounts with a focus on efficiency and scalability
• Monitor customer health metrics to measure satisfaction and to prevent churn
   

Feedback Collection:

• Update UPS DRIVE with retention data, planning next steps for churn prevention / growth
   

Qualifications:

• 0-4 years in customer success, support, or related customer-facing roles
• SMB account management experience
• Can manage multiple customer engagements through strong organizational skills
• Data driven mindset
• Excellent written communication skills

Employee Type:

UPS 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.

Pay Range: