Child Account Success Representative (Remote)

UPS Supply Chain Solutions•Phoenix, AZ

1d•$25 - $38•Remote

About The Position

The Child Account Success Representative supports the retention and growth of qualifying child accounts under an existing parent account. The role provides proactive customer engagement, responsive issue support, and implementation assistance to help ensure a consistent and effective customer experience. The representative partners with Customer Success Managers (CSM), Strategic Account Managers (SAM), Product Sales Managers (PSM), Operations, and other internal stakeholders to align child-account activity with the parent-customer strategy. The role strengthens customer relationships, improves service outcomes, identifies risks and growth opportunities, and helps customers use UPS solutions and support channels successfully.

Requirements

Experience in sales, customer support, sales support, or operational roles.
Strong communication, problem-solving, and organizational skills.
Ability to manage multiple tasks, prioritize effectively, and follow through on execution.
Familiarity with logistics and customer shipping workflows, with a solution-oriented mindset.
Quick learner with high attention to detail and strong follow-through.
Proficiency in Microsoft Office products.
Experience with Salesforce (DRIVE) or similar CRM platforms, and ability to use data to support execution and decision-making.
Ability to collaborate effectively across multiple internal and external stakeholders.
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.

Nice To Haves

Bachelor’s degree; relevant experience may substitute.

Responsibilities

Acknowledge internal and external escalated customer requests, communicate clear next steps, and provide a resolution timeline.
Respond to and resolve support requests, complaints, claims, billing concerns, fraud incidents, compliance violations, and technology support needs through appropriate channels.
Escalate ongoing delivery, pickup, feeder, and other service issues through Operations and established escalation channels.
Collaborate with parent account owners (CSM/SAM/PSM) to understand customer strategy, support contract compliance, and develop solutions to retain and grow child accounts.
Surface child-account risks, recurring issues, and insights requiring parent-account-level escalation or action.
Participate in customer business reviews as needed to provide child-account insights and support the broader customer strategy.
Track account trends, address negative performance drivers, identify business needs, quantify sales leads, and pass competitive opportunities to the parent account owner.
Conduct initial customer engagement to understand shipping needs, identify key contacts and decision makers, and coordinate with local Operations when needed.
Support CSM/SAM/PSM-led implementation efforts for new child accounts, including implementation planning, EDI and technology setup troubleshooting, claims and EFT setup, fraud or hazardous-materials issue resolution, and customer-facing training.
Maintain knowledge of UPS products and services and present value-based solutions aligned with customer needs.
Educate customers on UPS service-support channels, self-service options, prevention measures, and UPS Terms and Conditions of Service.
Coordinate customer and operational readiness for peak season, including forecasts, special pickups, empties, weekend air and ground pulls, surge management, and small-package or feeder needs.
Document customer engagements in CRM (DRIVE), including contacts, event descriptions, outcomes, commitments, and next steps.