Customer Success Manager - Shield - San Jose, CA

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Job Description:

The Shield Customer Success Manager (CSM) will oversee and nurture relationships with large customers. The Shield CSM will act as a trusted advisor, drive value realization and long-term success for our strategic customers. The ideal Shield CSM will excel at building strong business collaboration, understanding complex business needs, and align our solutions to meet those objectives. With a focus on client satisfaction, retention, and growth, the Shield 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.

The ideal candidate for this role will be within the San Jose or San Francisco, CA area.

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 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 customer’s 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
• 5 or more years in customer success, account management, or other customer-facing roles
• Proven track record of managing large, high-value accounts with high customer satisfaction or customer experience feedback
• Bachelor’s 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: