Signature Customer Success Account Manager - Milwaukee, WI

UPS•New Hope, MN

1d•Onsite

About The Position

This position will support a territory including Milwaukee, Oak Creek, Franklin, Racine. The Signature CSAM will manage a high volume of smaller customers, focusing on driving customer satisfaction and retention at scale. They will leverage dashboards and reporting to support clients effectively, manage multiple customers efficiently, provide value-driven guidance, and ensure consistent engagement. The role aims to drive customer loyalty and growth by identifying patterns, addressing common challenges, and enabling customers to maximize their success with UPS solutions and products. The Signature CSAM will serve as the primary point of contact and advocate for assigned accounts, handle routine customer inquiries with standardized solutions, and escalate complex issues as needed. They will also coordinate with sales, support teams, and UPS operations to deliver supply chain solutions.

Requirements

0–4 years in customer success, support, or related customer-facing roles.
SMB account management experience.
Ability to manage multiple customer engagements through strong organizational skills.
Data-driven mindset.
Excellent written communication skills.
Applicants must be currently located in the same geographic area as the position, as relocation assistance is not available.
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 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.
Proactively engage existing customers to enhance value and prevent churn.
Conduct periodic, mostly in person and virtual customer check-ins and performance reviews to assess satisfaction and identify improvement areas.
Identify low-touch upsell opportunities and guide customers to resources for additional value.
Develop strategies for upselling / cross-selling opportunities to drive account growth.
Drive product adoption and educate customers on products and services.
Manage a large portfolio of lower-tier accounts with a focus on efficiency and scalability.
Monitor customer health metrics to measure satisfaction and prevent churn.
Update UPS DRIVE (Salesforce) with retention data, planning next steps for churn prevention / growth.