Customer Success Representative

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Job Description:

This position on the Customer Success Team works with customers and business partners across multiple business functions to help successfully set up 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.

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

QUALIFICATIONS

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
• Candidate must obtain their Insurance License for Property and Casualty - Preferred

Other Criteria

• The internal Grade Level for this position is a 10D
• Candidate must be geographically located in the same region as position or willing to self-relocate.
• Position is on a hybrid schedule (Tuesday-Thursday in office; Monday and Friday remote)
• The last day to apply is 10/6/2026 at 11:59pm ET

Employee Type:

Permanent

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.