Customer Success Implementation Specialist (Flex Location)

Customer Success Implementation Specialist

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Job Summary:

The Customer Success Implementation Specialist supports the execution of customer onboarding activities following customer commitment. This role focuses on executing onboarding tasks, supporting coordination across internal teams, and guiding customers through the onboarding process to ensure a smooth and efficient experience.

Key Responsibilities:

• Onboarding Task Execution
  • Execute assigned onboarding tasks across technology, billing, and operational setup
  • Support onboarding timelines and ensure completion of required activities
  • Assist with system setup, account configuration, and onboarding documentation
  • Proactively complete onboarding tasks to support a smooth transition from Build to Implementation
• Cross-Functional Support
  • Partner with internal teams (Sales, Operations, Technology, Billing, etc.) to complete onboarding requirements
  • Coordinate task execution and gather required customer information to advance onboarding activities
  • Support communication across stakeholders
  • Work in partnership with operations to support customer shipping needs and readiness
• Customer Support & Training
  • Support customer training on UPS systems and tools (e.g., WorldShip, CampusShip, QVM/MC4B, Billing Center)
  • Reinforce onboarding expectations, timelines, and next steps
  • Assist customers with initial setup, usage guidance, and process adoption
  • Educate customers on shipping processes, including packaging requirements and service usage
• Issue Resolution & Escalation Support
  • Assist in resolving customer issues through internal channels (e.g., SRG, Operations, Technology Support)
  • Identify and escalate risks, delays, or blockers to the Implementation Supervisor
  • Support follow-up to ensure timely resolution of onboarding-related issues
  • Redirect service-related requests to appropriate support channels as needed
• Operational Coordination
  • Coordinate with local centers to support small package and feeder pickup setup
  • Assist with account setup, system access, and operational requirements
  • Support onboarding activities related to compliance and service requirements
  • Ensure onboarding tasks are completed accurately and aligned to defined processes

Qualifications:

• Experience in sales, customer support, sales support, implementation, or operational roles
• Strong communication, problem-solving, and organizational skills
• Ability to manage multiple tasks, prioritize effectively, and follow through on execution
• Familiarity with logistics and customer shipping workflows, with a solution-oriented mindset
• Quick learner with high attention to detail and strong follow-through
• Proficient in Microsoft Office products
• Experience with Salesforce (DRIVE) or similar CRM platforms, with the ability to utilize data to support execution and decision-making
• Ability to collaborate effectively across multiple internal and external stakeholders
• Bachelor's degree preferred; relevant experience may substitute

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $27.35/hour to $46.50/hour. Pay is based on several factors including but not limited to, market location and may vary depending on job-related knowledge, skills, and education/training and a candidate's work experience. Hired applicants may be eligible for annual short-term and/or long-term incentive compensation programs depending on the level of the position. Payments under these annual programs are not guaranteed and are dependent upon a variety of factors including, but not limited to, individual performance, business unit performance, and/or the company's performance.

Hired applicants may be eligible for Medical/prescription drug coverage, Dental coverage, Vision coverage, Flexible Spending Account, Health Savings Account, Dependent Care Flexible Spending Account, Basic and Supplemental Life Insurance & Accidental Death and Dismemberment, Disability Income Protection Plan, Employee Assistance Program, 401(k) retirement program, Vacation, Paid Holidays and Personal time, Paid Sick and Family and Medical Leave time as required by law, and Discounted Employee Stock Purchase Program.

Employee Type: Permanent

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.