Customer Success Account Manager - Signature - Toledo, OH

UPS•Toledo, OH

About The Position

Before you apply to a job, select your language preference from the options available at the top right of this page. Explore your next opportunity at a Fortune Global 500 organization. Envision innovative possibilities, experience our rewarding culture, and work with talented teams that help you become better every day. We know what it takes to lead UPS into tomorrow—people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself or teams, there are roles ready to cultivate your skills and take you to the next level. Job Description: The Signature Customer Success Account 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. Sales territory coverage desc ription: Toledo area, including Maumee, Bowling Green and Fremont, Ohio.

Requirements

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
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

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