Strategic Accounts Manager

Job Description

The Strategic Accounts Manager is responsible for managing and growing relationships with complex, high-value customers across multiple regions. This role focuses on driving customer satisfaction, retention, and revenue expansion through strategic engagement, proactive issue resolution, and value-driven account management.

As a trusted advisor, the Strategic Accounts Manager plays a critical role in strengthening customer loyalty, maximizing account performance, and identifying opportunities for long-term growth.

• Serve as the primary point of contact for assigned strategic accounts, building and maintaining strong, trust-based relationships with key stakeholders and executive leaders.

• Demonstrate advanced stakeholder management by navigating complex customer organizations and aligning multiple decision‑makers.

• Act as a trusted advisor by understanding customer business objectives and aligning solutions to support their success.

• Manage relationships across multiple business units and geographies, ensuring consistency and alignment.

• Develop and execute comprehensive account strategies that align customer goals with business objectives and growth opportunities.

• Apply strong strategic planning skills to identify long‑term opportunities, risks, and expansion pathways within each account.

• Maintain detailed account plans, including objectives, engagement models, and revenue targets.

• Lead resolution of complex or critical customer issues by coordinating with Sales, Support, and Operations teams.

• Utilize strong project management skills to drive issue resolution, track progress, and ensure timely outcomes.

• Partner closely with operations teams to ensure effective problem resolution.

• Advocate for customer needs internally to improve service delivery and overall experience.

• Conduct regular business reviews (QBRs) to assess performance, demonstrate value, and align on strategic priorities.

• Develop and execute tailored success plans to drive adoption and maximize return on investment.

• Strengthen relationship management by maintaining consistent, high‑quality engagement with stakeholders at all levels.

• Monitor key customer success metrics, including retention, adoption, and satisfaction.

• Maintain accurate account data and reporting using tools such as UPS DRIVE and PredictIQ.

• Analyze trends and insights to proactively identify risks, prevent churn, and optimize renewal outcomes.

• Identify and develop upsell and cross‑sell opportunities within existing accounts.

• Create and present customized proposals aligned with customer needs and business goals.

• Partner with Business Development Managers to transition and close high‑value growth opportunities.

• Work closely with Sales, Operations, Product, and Customer Support to deliver seamless and consistent customer experience.

• Leverage strong stakeholder management internally to align teams around account strategy and execution.

• Share customer insights to influence product enhancements and broader business strategies.

• Bachelor’s degree in supply chain, business, or a related field; MBA or industry certification preferred.

• 5+ years of experience in customer success, account management, or supply chain consulting.

• Deep expertise in international shipping, freight, and supply chain management.

• Proven experience managing enterprise‑level, multi‑region, and multi‑stakeholder accounts.

• Strong ability to conduct executive‑level business reviews and strategic discussions.

• Excellent communication, negotiation, and relationship‑building abilities.

• Demonstrated success in driving customer satisfaction, retention, and account growth.

• Experience using CRM and analytics tools to manage performance and customer insights.

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.