DescriptionAs 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
QualificationsEducation/Experience Equivalent (minimum requirements)
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
Staples is an equal opportunity employer and an accommodation will be provided during the hiring process if requested.