Customer Success Representative

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The Customer Success Specialist plays a critical role on the Customer Success Team by partnering with customers and internal stakeholders to help successfully set up and onboard customers onto their UPS Capital solution. This position is responsible for delivering a seamless onboarding experience through strong data management practices, analytical insight, and proactive issue resolution, as well as providing subject matter expertise support throughout the stages of the customer journey.

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.

The ideal candidate brings a blend of customer advocacy, technical aptitude, and data-driven problem-solving to support customer activation, expedite transaction production, and reduce churn.

• Lead the successful activation and onboarding of customers across Direct, Channel, and Platform partnerships to accelerate transaction readiness, improve retention, and reduce churn
• Perform data cleansing, validation, and scrubbing to support large‑scale enrollments; manage and analyze large datasets to ensure accuracy and operational readiness
• Monitor onboarding KPIs and customer milestones to identify risks, gaps, or delays; analyze trends and insights from customer and onboarding data to support continuous improvement
• Serve as the single point of contact during onboarding and early lifecycle stages; ensure one‑call resolution by owning issues end‑to‑end
• Deliver a seamless, high‑quality onboarding experience that builds trust and long‑term customer confidence
• Provide subject matter expertise across onboarding, technology integrations, policy setup, billing, claims, and account maintenance
• Troubleshoot real‑time technical issues and coordinate resolution with IT and technical teams
• Balance and manage multiple onboarding deployments and timelines while meeting customer and stakeholder expectations
• Collect and synthesize Voice of customer feedback to inform product enhancements, process improvements, and roadmap decisions

• Strong written and verbal communication skills with the ability to clearly explain complex concepts to diverse audiences
• Excellent active listening, interpersonal, and relationship building skills with the ability to establish trust and rapport with customers and partners‑building skills with the ability to establish trust and rapport with customers and partners.
• High level of digital literacy with the ability to quickly learn, navigate, and work across multiple systems, platforms, and technology solutions
• Strong time management, organizational, and prioritization skills, with the ability to perform effectively in a fast‑paced, multi‑deployment environment‑paced, multi‑deployment environment.
• Experience in customer success, onboarding, implementation, or operations within financial services, insurance, logistics, or supply chain related industries‑related industries
• Demonstrated ability to identify and measure customer needs throughout the onboarding and early lifecycle stages
• Proven adaptability, change agility, and flexibility in evolving and dynamic environments

• Familiarity with KPI tracking, reporting, and performance measurement tools.
• Experience supporting channel partners or platform‑based integrations‑based integrations.
• Background in root cause analysis, issue resolution, and continuous improvement methodologies
• Experience working with data, including large datasets, data cleansing, validation, analysis, and interpretation
• Technical proficiency with Microsoft Access, SQL, Databricks, and data warehouse (DWH) environments for reporting and analysis
• Ability to assess, interpret, and respond to customer needs using both qualitative feedback and quantitative data

Permanent

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

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.

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.