Signature Customer Success Supervisor
UPS
Job Overview
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Job Description
Signature Customer Success Supervisor at UPS
Explore your next opportunity at a Fortune Global 500 organization. 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.
This position will support a territory including Portland, OR.
Summary
The Signature Customer Success Supervisor will manage a high volume of smaller customers. This role focuses 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 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 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.
- Ability to manage multiple customer engagements through strong organizational skills.
- Data-driven mindset.
- Excellent written communication skills.
Key skills/competency
- Customer Success
- Account Management
- Customer Retention
- Data Analysis
- Client Engagement
- Upselling
- Cross-selling
- Problem Solving
- Supply Chain Solutions
- Organizational Skills
How to Get Hired at UPS
- Research UPS's culture: Study their mission, values, recent news, and employee testimonials on LinkedIn and Glassdoor.
- Tailor your resume: Highlight your SMB account management, customer success, and data analysis skills relevant to UPS.
- Showcase problem-solving: Prepare specific examples of how you've handled customer issues and coordinated solutions.
- Understand UPS's solutions: Demonstrate knowledge of supply chain logistics and how UPS adds value to businesses.
- Prepare for behavioral questions: Focus on communication, efficiency in managing multiple accounts, and driving customer loyalty.
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