Customer Success Manager Platinum Louisville, KY

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Job Description:

Platinum Customer Success Manager

*This role will support the territories of Seymour IN Jasper IN Louisville KY and Lexington KY.*

The Platinum Customer Success Manager (CSM) will oversee and nurture relationships with large customers. The Platinum CSM will act as a trusted advisor drive value realization and long-term success for our strategic customers. The ideal Platinum CSM will excel at building strong business collaboration understand complex business needs and align our solutions to meet those objectives. With a focus on client satisfaction retention and growth the Platinum CSM will proactively address challenges identify available solutions and upsell opportunities. They would ensure seamless collaboration across internal teams to deliver exceptional customer service. This role is pivotal in driving customer loyalty and maximizing revenue from existing customers.

Key Responsibilities:
Issue Management:
Serve as the primary point of contact and advocate for assigned accounts
Handle routine customer inquiries with standardized solutions escalating complex issues as needed
Coordinate with sales support teams UPS operations and Care & Service Control to deliver supply chain solutions and resolve critical issues
Value Creation / Strategic Engagement:
Proactively engage existing customers to identify and mitigate risks to ensure customer satisfaction and retention and prevent churn
Conduct frequent business reviews either in-person or virtually to provide insights and recommendations to enhance the customer experience
Develop and execute tailored success plans driving adoption and maximizing ROI
Create strategies for upselling / cross-selling opportunities to drive account growth
Engage as needed with HIA to ensure customers trust and value service delivery
Assess the customers business objectives challenges and success metrics to ensure UPS alignment to customer needs
Regularly create QBRs/QVPs for customers
Analytics / Reporting
Analyze customer mix and performance metrics to support balanced retention efforts
Stay informed on the customers industry trends to provide strategic guidance through UPS offerings
Monitor customer mix and performance metrics to support balanced retention efforts
Update UPS DRIVE with retention data and plan next steps for churn prevention/growth

Qualifications:
Strong relationship management and interpersonal skills
Exceptional communication and negotiation skills
Extensive experience in customer relationship management and customer success metrics
Proven track record of managing large high-value accounts with high customer satisfaction or customer experience feedback
Bachelors degree in business marketing or a related field (preferred)

Employee Type:

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.