Platinum Customer Success Manager - Nashville, TN

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Job Description:

Job Description

This position will support a territory including Nashville, TN and surrounding areas.

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 customer’s 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.
• 5 or more years in customer success, account management or supply chain consulting.
• 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.
• Bachelor’s degree in business, marketing, or a related field (preferred).
• Must be located within the territory. There is no relocation support available for this role.

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.