Customer Success Supervisor - Premier - San Jose, CA

Premier Customer Success Supervisor

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Job Description

This position will support a territory including San Jose, CA, Hayward, CA, Fremont, CA.

Summary

The Premier Customer Success Supervisor will oversee and nurture relationships with our Premier customers. The Premier Customer Success Supervisor will ensure customer satisfaction, drive product adoption, and support clients in achieving their business objectives. The ideal Premier Customer Success Supervisor 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 Premier Customer Success Supervisor will identify opportunities to leverage available solutions and products for growth and will ensure a seamless customer experience. The Premier Customer Success Supervisor 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 the customer's 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 customer's 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.
• Outstanding communication skills across various platforms.
• 3 to 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.
• Bachelor's degree in business, marketing, or a related field (preferred).

UPS is committed to providing a workplace free of discrimination, harassment, and retaliation. 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.

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.

The salary range for this position is $70,260.00/year to $123,000.00/year. Actual compensation is based on various factors such as location, job-related knowledge, skills, education/training, and work experience. This position is eligible for our sales incentive plan and offers the annual management incentive plan, subject to applicable eligibility requirements. Incentives are not guaranteed and are dependent upon individual and/or company performance. Our company offers the following benefits for this position, subject to applicable eligibility requirements. Medical/prescription drug coverage, Dental & Vision Benefits, Flexible Spending Account, Health Savings Account, Dependent Care Flexible Spending Account, Basic and Supplemental Life Insurance & Accidental Death and Dismemberment, Disability Income Protection Plan, Employee Assistance Program, Educational Assistance Program, 401(k) retirement program, Vacation, Paid Holidays and Personal time, Paid Sick/Family and Medical Leave time as required by law, Discounted Employee Stock Purchase Program.