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UPS · 2 days ago

Customer Success Manager - Platinum - MN

Minneapolis, MN

Full-time

Onsite

Mid, Senior Level

$97K/yr - $170K/yr

5+ years exp

UPS is a Fortune Global 500 organization seeking a Platinum Customer Success Manager to oversee and nurture relationships with large customers. This role focuses on driving customer satisfaction, retention, and growth by acting as a trusted advisor and ensuring seamless collaboration across internal teams.

LogisticsMessagingTransportation

No H1B

U.S. Citizen Only

Responsibilities

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

Assess the customer’s 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

Qualification

Customer relationship managementAccount managementCustomer success metricsRelationship managementCommunication skillsNegotiation skillsBachelor’s degreeSupply chain consultingInterpersonal skills

Required

Strong relationship management and interpersonal skills

Exceptional communication and negotiation skills

5 or more years in customer success, account management or supply chain consulting

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

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