Child Account Success Representative (Remote)

Child Account Success Representative

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Job Description:

The Child Account Success Representative supports the retention and growth of qualifying child accounts. This role focuses on providing proactive engagement, responsive issue support, and implementation assistance for child accounts under an existing parent to ensure a consistent and effective customer experience.

The Child Account Success Representative partners closely with Customer Success Managers (CSM), Strategic Account Managers (SAM), Product Sales Managers (PSM), Operations, and other internal stakeholders to align child-account activity with the holistic parent-customer strategy. This role plays a key part in strengthening customer relationships, improving service outcomes, identifying risks and growth opportunities, and helping customers successfully use UPS solutions and support channels.

Key Responsibilities:

• Acknowledge internal and external escalated customer requests, communicate clear next steps, and provide a timeline for resolution.
• Respond to and resolve customer support requests, complaints, claims, billing concerns, fraud incidents, compliance violations, and technology support needs through the appropriate support channels.
• Escalate ongoing delivery, pickup, feeder, and other service issues through Operations and established escalation channels.
• Collaborate with parent account owners (CSM/SAM/PSM) to understand the holistic customer strategy, support contract compliance, and develop solutions that retain and grow child accounts.
• Surface child-account risks, recurring issues, and insights that require escalation or action at the parent-account level.
• Participate in customer business reviews as needed to provide child-account insights and support the broader customer strategy.
• Track account trends, address negative performance drivers, identify business needs, quantify sales leads, and pass competitive opportunities to the parent account owner.
• Conduct initial customer engagement to understand shipping needs, identify key contacts and decision makers, and coordinate with local Operations when needed.
• Support CSM/SAM/PSM-led implementation efforts for new child accounts under an existing parent, including customer implementation planning, EDI and technology setup troubleshooting, claims and EFT setup, fraud or hazardous-materials issue resolution, and customer-facing training. Business Development-owned opportunities are supported by the Implementation Team.
• Maintain knowledge of UPS products and services and present value-based solutions that align with customer needs.
• Educate customers on UPS service-support channels, self-service options, prevention measures, and UPS Terms and Conditions of Service.
• Coordinate customer and operational readiness for peak season, including forecasts, special pickups, empties, weekend air and ground pulls, surge management, and small-package or feeder needs.
• Document customer engagements in CRM (DRIVE), including customer contacts, event descriptions, outcomes, commitments, and next steps.

Qualifications:

• Experience in sales, customer support, sales support 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
• Proficiency 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

Compensation:

Our compensation reflects the cost of labor across several US geographic markets. The hourly pay for this position ranges from $25/hr. - $38/hr. Pay is based on several factors including but not limited to, market location and may vary depending on job-related knowledge, skills, 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.

Employee Type: 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.