Customer Success Representative

UPS

3d•$27 - $44

About The Position

This position on the Customer Success Team works with customers and business partners across multiple business functions to help successfully setup and onboard customers onto their UPS Capital solution. This position is responsible for ensuring successful customer setup and onboarding, as well as providing subject matter expertise support throughout the initial stages of the customer journey. Additionally, this position serves as a single point of contact for all customer inquiries post-purchase to provide expedient resolution of customer inquiries, requests, and issues.

Requirements

Strong written and verbal communication skills
Strong digital literacy and fluency in different technology solutions and systems
Strong time management and organizational skills
Great active listening skills
Exceptional interpersonal and rapport building skills
Demonstrates a detailed understanding of supply chain concepts
Demonstrates a basic understanding of risk management principles; identifies the risk factors that impact a client’s insurance needs
Demonstrates a general understanding of ways to identify and measure the current needs of the customer
Demonstrates change agility and flexibility
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.

Responsibilities

Supports successful and expedient activation and onboarding of customers (Direct, Channels & Platforms) to expedite transaction production, increase customer retention, and reduce churn
Provides a seamless onboarding customer experience through the initial stages of the customer journey using a combination of interactive demonstrations, proactive customer outreach and follow up, and daily activity monitoring
Trains customers on tools, systems, and solutions to ensure thorough customer understanding
Nurtures customers through activation and proper solution usage and proactively resolve customer issues
Audits customer milestones for accuracy and operational effectiveness, and provide expedient resolution of issues (milestones include solution go-live, first transaction, first bill, first claim)
Troubleshoots technical issues in real-time (live) for customers’ digital solutions and coordinate technical issue resolution with IT
Balances multiple deployments and onboarding schedules to meet stakeholder goals and expectations
Provides one centralized place for all customer support and inquiries, providing an easy and seamless customer support experience with one-call resolution (onboarding and technology integration, policy information & modifications, customer service and account information, billing, claims)
Collect Voice of Customer feedback to help inform product and roadmap strategy and design