[Hiring] Customer Success Consultant @Staples Canada

Role Description

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
• 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:

• Serve as primary liaison for assigned Enterprise and Strategic customers, responsible for optimizing their utilization of program benefits & escalation point for resolving complex customer needs.
• Your role as a subject matter expert on Staples products and services is crucial, instilling confidence in our customers and ensuring their needs are met with the highest level of expertise.
• Oversee customer projects that span multiple systems, processes, and/or departments.
• Identify evolving customer needs and collaborate internally to tailor solutions, including support for complex 3PP/EDI platforms.
• Identify opportunities for simplification, upselling, and enhancing customer partnerships.
• Determine root cause of issues including, but not limited to, delivery, system updates, credit/billing, order quotes, product/stock, and vendor inquiries.
• Identify resolutions to prevent re-occurrence, execute strategy, and close the loop with internal/external stakeholders.
• On-board customers as needed in partnership with Sales to ensure a smooth implementation process for our contract accounts and new programs.
• Conduct comprehensive business reviews & presentations to executive-level stakeholders, including Procurement executives, utilizing industry-specific terminology and insights.
• Log all activity in Salesforce using Case Management and monitor dashboards & outbound cases submitted through completion.

Qualifications

• Ability to interface at Manager, Director, or VP levels with a strong business acumen.
• Leverage data to drive decision-making.
• Excellent communication and interpersonal skills.
• Ability to manage a demanding and unpredictable workload with efficiency and poise to resolve issues, attempt to remedy issues and/or coordinate solution for internal/external customers.
• Exceptional time management and attention to detail.
• Ability to function independently with minimal supervision.
• Professionally represent Staples on camera for business and high-level executive meetings.
• Accountable for KPI’s and performance.
• Knowledge of logistics and supply chain operations.
• Strong conflict resolution skills.

Requirements

• High school diploma or GED.
• 2+ years' experience using Microsoft Office.
• 2+ years of business experience.
• 2+ years' experience of advanced Excel experience using VLOOKUP's, pivot tables, charts, etc.
• 2+ years of Salesforce experience.

Preferred Qualifications

• Bachelor's Degree.
• Salesforce Case Management experience.

Benefits

• Inclusive culture with associate-led Business Resource Groups.
• Flexible 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.