Customer Success Account Manager Watertown, MA

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Job Description:

The Customer Success - Select will oversee and nurture relationships with our Premier customers. The Select CSM will ensure customer satisfaction drive product adoption and support clients in achieving their business objectives. The ideal Select CSM will excel at balancing strategic guidance and operational support to deliver value and build long-term customer loyalty. With a focus on client satisfaction retention and growth the Select CSM will identify opportunities to leverage available solutions and products for growth and will ensure a seamless customer experience the Select CSM will contribute to retention expansion and overall customer success. 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 designated accounts

• 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

• Assess customers business objectives challenges and success metrics to ensure UPS alignment to customer needs

• Develop and execute tailored success plans driving adoption and maximizing ROI

• Create strategies for upselling / cross-selling opportunities to drive account growth

• Regularly create QBRs/QVPs for customers

Analytics/Reporting:

• 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

• Stay informed on the customers industry trends to provide strategic guidance through UPS offerings

Qualifications:

• Demonstrated capability to manage high-value accounts with a customer-centric approach

• Exceptional problem-solving skills

• Some local travel required as needed

• Outstanding communication skills across various platforms

• 3-5 years in customer success account management or other customer-facing roles

• Proven ability to balance proactive customer engagement and process efficiency

• Growing expertise in medium/large customer relationship management

• 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.

Pay Range: