Customer Success Account Manager - Select - Chicago, IL

UPS

1d•$64,680 - $113,220

About The Position

The Customer Success - Select will oversee and nurture relationships with our Premier customers. The Select CSM will ensure customer satisfaction, drive product adoption, and support clients in achieving their business objectives. The ideal Select CSM 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 Select CSM will identify opportunities to leverage available solutions and products for growth and will ensure a seamless customer experience, the Select CSM will contribute to retention, expansion, and overall customer success. This role is pivotal in driving customer loyalty and maximizing revenue from existing customers. The majority of accounts are located in Chicago proper.

Requirements

Demonstrated capability to manage high-value accounts with a customer-centric approach
Exceptional problem-solving skills
Some local travel required as needed
Outstanding communication skills across various platforms
3-5 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)
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.

Responsibilities

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
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 customers' 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
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