Strategic Accounts Manager

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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.

Key Responsibilities;

Strategic Relationship Management

• 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.

Account Strategy & Planning:

• 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.

Issue Management & Customer Advocacy:

• 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.

Value Creation & Strategic Engagement:

• 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.

Analytics & Performance Management:

• 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.

Revenue Growth & Expansion:

• 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.

Cross-Functional Collaboration:

• 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.

Qualifications:

• 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.

Employee Type:

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

Other Criteria:

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.

Basic Qualifications:

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.