Customer Success Account Manager - Signature - Lehi, UT

UPS Supply Chain Solutions•Salt Lake City, UT

About The Position

This position supports a territory including Lehi, Draper, and Murray, Utah. The role manages a high volume of smaller customers, focusing on customer satisfaction and retention at scale through dashboards and reporting. It requires efficiently managing multiple customers, providing value-driven guidance, and maintaining consistent engagement. The position drives customer loyalty and growth by identifying patterns, addressing common challenges, and helping customers maximize success with UPS solutions and products.

Requirements

0–4 years of experience 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.
Must be a U.S. citizen or national, a lawful permanent resident, or otherwise authorized to work in the U.S. for UPS.

Responsibilities

Serve as the primary point of contact and advocate for assigned accounts.
Handle routine customer inquiries using standardized solutions and escalate 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 virtual customer check-ins and performance reviews to assess satisfaction and identify improvement areas.
Identify low-touch upsell opportunities and guide customers to resources that provide additional value.
Develop strategies for upselling and cross-selling 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 with retention data and plan next steps for churn prevention and growth.