Platinum Customer Success Manager - Columbus, OH

United Parcel Service of America, Inc. • $80K — $95K *
Newark, OH 43055In-Person
Business Services
5 - 7 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • Strong relationship management and interpersonal skills
  • Exceptional communication and negotiation skills
  • Extensive experience in customer relationship management and success metrics
  • Proven track record of managing large, high-value accounts
  • Occasional travel required
  • Bachelor's degree in business, marketing, or a related field (preferred)

Responsibilities

  • Serve as the primary point of contact and advocate for assigned accounts
  • Proactively engage customers to identify and mitigate risks
  • Conduct frequent business reviews to provide insights and recommendations
  • Develop and execute tailored success plans to maximize ROI
  • Create strategies for upselling and cross-selling opportunities
  • Analyze customer performance metrics to support retention efforts
  • Monitor customer trends and update retention data as needed

Benefits

  • Permanent position
  • Opportunity to work with large, strategic customers
  • Focus on driving customer satisfaction and long-term success
  • Collaborative work with various internal teams
  • Emphasis on professional growth and career development
Full Job Description
Job Description:

This position will support a territory including Columbus, OH

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, understanding 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 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
• Proven track record of managing large, high-value accounts with high customer satisfaction or customer experience feedback
• Occasional travel required.
• Bachelor's degree in business, marketing, or a related field (preferred)

Employee Type:
Permanent

Other Criteria:

About United Parcel Service of America, Inc.

United Parcel Service of America, Inc. Careers

There has never been a better time to join the global team at United Parcel Service of America, Inc. (UPS)—a leader in logistics and package delivery services.

Work You’ll Do

Join UPS’s industry-leading team to help drive innovation and operational excellence across one of the world’s most essential service networks. Transform logistics and global commerce with the best minds at UPS, leveraging cutting-edge technology and deep industry expertise. Lead from a unique position in the marketplace, at the intersection of technology, operational excellence, and customer service. Work with a global team of business and logistics experts to help clients and communities achieve their business goals and meet delivery needs. Collaborate with a dedicated team of over 480,000 professionals worldwide, making UPS not just the biggest, but also one of the most trusted names in the industry.

Introducing the UPS Professional Growth and Development Program

The program is designed to foster leadership and professional skills, helping employees master their career paths within UPS.

Do Innovative Work

Join one of the largest and most respected logistics networks in the world—480,000+ dedicated professionals at the intersection of technology, service, and innovation.

Drive Innovation and Growth

Deliver targeted solutions through a depth and breadth of logistics experience and innovation that’s second to none.

Be Part of a Great Team

Engage in a wide range of job opportunities utilizing UPS technology and harness the unparalleled capabilities, global scale, and comprehensive logistics strategy.

Future-proof Your Career

Advance your career with limitless opportunities supported by unmatched training, development, and certification programs.

Explore

Discover how UPS is moving towards smarter logistics solutions: [With Advanced Tracking Systems] UPS enhances package tracking capabilities, ensuring timely deliveries and customer satisfaction. Logistics management solutions position UPS as a leader in global commerce, providing robust tools essential for modern logistics needs.

The UPS Commitment to Diversity and Inclusion

UPS’s commitment to diversity, equity, and inclusion is integral to building a stronger, more creative team that reflects the global communities it serves. Through diversity training and leadership development, UPS fosters an inclusive environment where all employees can thrive.

Stay Connected

Join the Team

Search open positions that match your skills and interests. UPS looks for passionate, curious, creative, and solution-driven team players. SEARCH UPS JOBS

Keep Up to Date

Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work at UPS.

READ CAREERS BLOG

Job Alert Emails

Personalize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. Explore the exciting and rewarding opportunities that await at United Parcel Service of America, Inc.
Learn more about United Parcel Service of America, Inc.
Industry
Transportation
* Ladders Estimates

Similar Jobs

Ad banner background

Get Ready For Your
Next Interview

More Jobs at United Parcel Service of America, Inc.

More Business Services Jobs

  • Branch Vice President
    $150K — $250K + $30K bonus + equity, medical, dental, vision, life, std/ltd, auto allowance, *
    Just Rite Equipment / DuraServ
    South Windsor, CT 06074 (Capitol County)
    Today
  • Branch Vice President
    $200K — $500K++ $30K bonus + equity, medical, dental, vision, life, std/ltd, auto allowance, *
    Casco Dock & Door / DuraServ
    West Sacramento, CA 95691 (Yolo County)
    Today
  • Branch Vice President
    $150K — $250K + $30K bonus + equity, medical, dental, vision, life, std/ltd, etc. *
    Southern Dock Products / DuraServ
    Oklahoma City, OK 73111 (Oklahoma County)
    Today
  • Director of Business Development
    $130K — $150K *
    Warren Whitney
    Richmond, VA 23226 (Henrico County)
    2 days ago
  • Risk Manager
    $130K — $140K *
    Cal State Long Beach
    Long Beach, CA 90802 (Los Angeles County)
    4 days ago

Find similar Platinum Customer Success Manager - Columbus, OH jobs:

NationwideNewark, OH