Customer Success Account Manager - Signature - Toledo, OH

Signature Customer Success Account Manager (CSM)

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.

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 description: Toledo area, including Maumee, Bowling Green and Fremont, Ohio.

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 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

Qualifications:

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

Employee Type:

Permanent

UPS 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.