FAQs
What is the primary responsibility of the Customer Success Senior Manager?
The primary responsibility of the Customer Success Senior Manager is to lead and inspire a high-performing team dedicated to delivering exceptional customer experiences while driving operational excellence, customer retention, and talent development.
Is a Property & Casualty insurance license required for this role?
Yes, a Property & Casualty insurance license is required for this role. If you do not currently possess one, UPSC offers exam support, but you must be willing to complete the required studying and pass the exam upon hire.
What qualifications are highly preferred for this position?
Highly preferred qualifications include 6+ years of experience in Customer Success, Account Management, or related customer-facing roles, with at least 2-3 years in a leadership role, a proven track record of managing high-performing teams, and experience with customer success platforms such as Zendesk or Salesforce.
Where is the location for this position?
The position is hybrid based in the Sandy Springs, GA office.
What type of work environment does UPS provide?
UPS is committed to providing a workplace free of discrimination, harassment, and retaliation and promotes a diverse and inclusive work environment.
What metrics will the Customer Success Senior Manager be responsible for driving?
The Customer Success Senior Manager will be responsible for driving key customer success metrics including Net Promoter Score (NPS), time-to-resolution, and first contact support.
How does UPS support employee development in this role?
UPS supports employee development through mentorship, career development planning, performance feedback, and conducting regular performance reviews to ensure high standards of execution and service delivery.
What is the employment type for this position?
The employment type for this position is permanent.
Does this position require U.S. citizenship or work authorization?
Yes, candidates must be a U.S. Citizen, a 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.