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Job Description:
This position will support a territory including Evanston Morton Grove and Niles IL.
Summary
The Signature Customer Success Account Manager will manage a high volume of smaller customers. The Signature Customer Success Supervisor will focus on driving customer satisfaction and retention at scale leveraging dashboards and reporting to support clients effectively. The Signature Customer Success Supervisor will excel in managing multiple customers efficiently providing value-driven guidance and ensuring consistent engagement. The Signature Customer Success Supervisor will drive customer loyalty and growth by identifying patterns addressing common challenges and enabling customers to maximize their success with our solutions and products.
Key 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 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.
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 prevent churn.
Feedback Collection
Update CRM with retention data planning next steps for churn prevention/growth.
Qualifications
14 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.
Employee Type:
PermanentUPS is committed to providing a workplace free of discrimination harassment and retaliation.
Other Criteria:
UPS is an equal opportunity employer. UPS does not discriminate on the basis of race/color/religion/sex/national origin/veteran/disability/age/sexual orientation/gender identity or any other characteristic protected by law.
Basic Qualifications:
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.
Pay Range:
The salary range for this position is $64680.00/year to $113220.00/year. Actual compensation is based on various factors such as location job-related knowledge skills education/training and work experience. This position is eligible for our sales incentive plan and offers the annual management incentive plan subject to applicable eligibility requirements. Incentives are not guaranteed and are dependent upon individual and/or company performance. Our company offers the following benefits for this position subject to applicable eligibility requirements. Medical/prescription drug coverage Dental & Vision Benefits Flexible Spending Account Health Savings Account Dependent Care Flexible Spending Account Basic and Supplemental Life Insurance & Accidental Death and Dismemberment Disability Income Protection Plan Employee Assistance Program Educational Assistance Program 401(k) retirement program Vacation Paid Holidays and Personal time Paid Sick/Family and Medical Leave time as required by law Discounted Employee Stock Purchase Program.Required Experience:
Manager
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