UPS Capital Customer Success Representative

Job Summary

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 role is responsible for ensuring successful customer setup and onboarding, as well as providing Subject Matter Expertise (SME) support throughout the initial stages of the customer journey. Additionally, the incumbent 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, 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, follow up, and daily activity monitoring
• Trains customers on tools, systems, and solutions to ensure thorough customer understanding
• Nurtures customers through activation/proper solution usage and proactively resolve customer issues
• Audits customer milestones for accuracy and operational effectiveness, 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, onboarding schedules to meet stakeholder goals and expectations
• Provides one centralized place for all customer support, 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)
• Collects Voice of Customer feedback to help inform product/roadmap strategy and design

Preferences

• Processes knowledge of communication skills (written/verbal) and active listening skills
• Displays ability time management and organizational skills
• Possesses Excellent digital literacy and fluency in different technology solutions and systems
• Exceptional interpersonal and rapport building skills
• Demonstrates change agility and flexibility
• Processes knowledge of detailed understanding of supply chain concepts
• Understands 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