Customer Success Supervisor - Signature - Warwick, RI

UPS•Providence, RI

1d•Onsite

About The Position

The Signature Customer Success Supervisor will manage a high volume of smaller customers. This role focuses on driving customer satisfaction and retention at scale, utilizing dashboards and reporting for effective client support. The supervisor will efficiently manage multiple customers, providing value-driven guidance and ensuring consistent engagement. The position 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.

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.
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 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 with retention data, planning next steps for churn prevention / growth.