Child Account Success Representative

This is a fully remote position, open to applicants in Arizona.

📋 Description

• Assist in the retention and expansion of qualifying child accounts linked to existing parent accounts.

• Deliver proactive engagement, responsive issue resolution, and implementation support.

• Acknowledge escalated customer inquiries, communicate subsequent steps, and provide timelines for resolutions.

• Address support requests, complaints, claims, billing issues, fraud cases, compliance breaches, and technology support requirements.

• Escalate issues related to delivery, pickup, feeder services, and other operational concerns through established channels.

• Collaborate with Customer Success Managers (CSMs), Strategic Account Managers (SAMs), Product Support Managers (PSMs), Operations, and other key stakeholders on customer strategies and contract adherence.

• Identify risks associated with child accounts, recurring challenges, and insights related to parent accounts.

• Participate in customer business reviews while providing insights pertaining to child accounts.

• Monitor account trends, identify business opportunities, quantify sales leads, and relay competitive prospects to parent account managers.

• Conduct initial customer outreach and coordinate with local Operations teams.

• Facilitate the implementation process for new child accounts, which includes customer planning, EDI and technology setup troubleshooting, claims and EFT setup, issue resolution, and training for customers.

• Maintain a comprehensive understanding of UPS products and services, delivering value-driven solutions.

• Educate customers on UPS support channels, self-service options, preventative measures, and Terms and Conditions of Service.

• Prepare customers and operations for peak season readiness.

• Document customer interactions, outcomes, commitments, and follow-up actions in CRM (DRIVE).

⛳️ Requirements

• Proven experience in sales, customer support, sales support, or operational roles.

• Excellent communication, problem-solving, and organizational abilities.

• Capability to manage multiple responsibilities, prioritize tasks effectively, and ensure execution follow-through.

• Knowledge of logistics and customer shipping processes, coupled with a solution-oriented attitude.

• Quick learner with a keen attention to detail and strong follow-through skills.

• Proficient in Microsoft Office applications.

• Familiarity with Salesforce (DRIVE) or comparable CRM systems, with the ability to leverage data for execution and decision-making.

• Ability to work collaboratively across various internal and external parties.

• Bachelor’s degree is preferred; relevant experience may be considered as a substitute.

• Must be a U.S. Citizen or National, an alien lawfully granted permanent residency, or an alien authorized to work in the U.S. for this employer.

🏝️ Benefits

• Eligible for annual short-term incentive compensation programs based on the position level.

• Eligible for annual long-term incentive compensation programs depending on the position level.