Staples is business to business. You’re what binds us together.

The Customer Success Consultant provides program support to Staples Advantage customers, ensuring a positive customer experience. As a member of the Customer Success Consultant team, the CSC will share responsibility for core account support activities such as on-boarding, issue escalation, program implementation and account maintenance within their collective book of business. They are expected to understand general account and customer dynamics and coordinate resolution of customer needs with minimal support from sales counterparts.

What you’ll be doing:

Resolve escalated customer inquiries related to service/non-selling issues to ensure successful resolution and good customer experiencePerform necessary non-selling tasks and account maintenance in support of customer onboarding, program rollouts, and other customer program and support projectsDetermine root cause of issues as appropriate including delivery, website updates, credit/billing, order quotes, product/stock, returns, and vendor inquiries.Assist in facilitating customer projects, relevant communications with updates to customer and sales counterpartsLeverage support interactions to educate customers on core program features and  self-service options and/or customer service when feasibleConsistently meet activity goals and daily metrics, utilizing salesforce.com to track account and planning activitiesTimely Issue ResolutionCustomer satisfactionAbility to reduce non selling activities for the Account ManagerAccount manager feedback Internal Customer and External Customer FeedbackImplement or facilitate improvements to procedures, services, or products, as well as development of new ideas, methods, techniques, services, and productsAccount set-up and maintenanceRoot cause analysisAccount assortment and pricingImplementationCommunicate an exchange of information both orally and in writing with both external and internal customers to include peers, managers, sales, and sales leadershipBrings an inclusive and collaborative approach to their interactions, working cross functionally and inclusively to gather diverse perspectives to craft solutions and strategies

What you bring to the table:

Ability to interface at customer’s Manager, Director or VP levels Strong business acumenAbility to manage a demanding and unpredictable workload with efficiency and poise to resolve issues, attempt to remedy uncontrollable issues and run a full circle solution for internal and external customersStrong knowledge of Business Essentials including facility and breakroom, technology products, business furniture, print and promotional productsExperience with administrative, project management tasksProcess improvement and implementation experiencePrevious experience with account managementExperience and proven track record of managing programs, issue resolution, root cause analysis and customer interactionSolid knowledge of Business Essentials including facility and breakroom, technology products, business furniture, print and promotional productsAbility to manage a demanding and unpredictable workload with efficiency and poise to resolve issues, attempt to remedy uncontrollable issues and run a full circle solution for internal and external customersPrice Decision Making: Make discretionary pricing decisions based on their knowledge of the account and predetermined parameters set with the seller for independent daily adjustments to account quotes and pricingTeam Selling Environment: CSC is required to be actively involved in the future growth of an accountAbility to function independently with minimal daily supervisionVerbal and written communication skillsProblem Solving SkillsKnowledge of product, product applications, pricing, competition, and sales objectivesBusiness process impact knowledgeTime management skillsPrevious exposure to customer service escalation

Qualifications:

What’s needed- Basic Qualifications:

High school diploma or GED6+ months experience using Microsoft OfficeProficient in Microsoft Office and other basic software tools.2+ years experience in CSC with the ability to partner with the IKAM position, Category AE’s and the B2B site developers2+ years of business experience2+ years PC Skills including Word, Excel, Access a plus2+ years experience in Sales to include knowledge and understanding of the sales organization process

What’s needed- Preferred Qualifications:

Bachelor's DegreeMicrosoft Office (Excel, PowerPoint, Word, Outlook, Teams) experience

We Offer:

Inclusive culture with associate-led Business Resource GroupsFlexible PTO (22 days) and Holiday Schedule (7 observed paid holidays)Online and Retail Discounts, Company Match 401(k), Physical and Mental Health Wellness programs, and more perks and benefits

At Staples, “inclusion” is an action word. It represents what we do to ensure that all employees feel valued and supported to contribute to their fullest potential. When we operate inclusively, diversity naturally follows. This is why we work hard to foster an inclusive culture, as we seek employees with unique and varied perspectives and areas of expertise. The result is a better workplace and innovative thinking that helps us exceed our customers’ expectations -- through the power of the people behind our iconic brand.

Staples is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.