As a Customer Success Consultant, you will be responsible for positioning yourself as a business partner with outside Account Managers (AM’s) and Strategic Account Leaders (SALs), assisting with managing our corporate accounts with a focus on taking the lead on non-strategic selling activities from the AM/SAL. This is done by providing solutions tailored to customer needs. The Customer Success Consultant will be expected to interface and lead the interactions with customers, other departments, SAL’s, AM’s and all levels of the Staples organization to meet customer needs and drive sales. Some travel may be required.

Impact on Business

• Be the liaison for the Strategic Account Leader and/or Account Manager to Customers with a focus on removing non-strategic selling activities from the AM/SAL.
• Establish and maintain relationships with internal support team to meet customers’ ongoing & changing needs
• Team and collaborate with departments to understand solution opportunities to impact customer satisfaction and retention
• Be the value-added impact for our customers. Assist on program roll-outs and implementations of new partnerships as required
• Contribute positively to customer and revenue retention
• Resolve issues to the customer’s satisfaction through experience and utilization of available resources. (Non-Stock Procurement, Sales Liaison, Transportation, Operations, Credit etc)
• Establish customer and market priorities to execute a strategic course of action to support sales goals
• Manage program implementation for new customers
• Utilize salesforce.com to track all account and planning activities Innovation and Change
• Team collaboration with all departments (including AM’s, SAL’s & LOB sellers) to understand customer solution opportunities.
• The potential for value added impact at all customer sites as well as to assist on program roll-outs and implementations

Communication/Interactions:

• Internal & External Customers / Suppliers as well as Third Parties
• Establish contacts within departmental support to provide solutions for customers’ needs
• Resolve issues to the customer’s satisfaction through experience and utilization of available resources and across all business units

Education/Experience Equivalent (minimum requirements)

• High School Diploma/GED required
• Bachelor’s degree preferred

Professional Knowledge/Experience

• Minimum of 2-3 years of business experience
• Experience and proven track record of managing programs, resolving customer support issues.

Other Skills

• Ability to function independently with minimal daily supervision
• PC Skills including Word, Excel, Access a plus
• Verbal and written communication skills
• Problem Solving Skills
• Knowledge of product, product applications, pricing, competition, and sales objectives
• Business process impact knowledge
• Time and task management skills

Staples is committed to providing accommodation to people with disabilities throughout the job application and interview process to the point of undue hardship. If you require an accommodation during the application or interview process, please contact a Customer Care Representative at 1-866-782-7537