(Remote) Customer Success Consultant

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 experience
• Perform necessary non-selling tasks and account maintenance in support of customer onboarding, program rollouts, and other customer program and support projects
• Determine 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 counterparts
• Leverage support interactions to educate customers on core program features and self-service options and/or customer service when feasible
• Consistently meet activity goals and daily metrics, utilizing salesforce.com to track account and planning activities
• Timely Issue Resolution
• Customer satisfaction
• Ability to reduce non selling activities for the Account Manager
• Account manager feedback Internal Customer and External Customer Feedback
• Implement or facilitate improvements to procedures, services, or products, as well as development of new ideas, methods, techniques, services, and products
• Account set-up and maintenance
• Root cause analysis
• Account assortment and pricing
• Implementation
• Communicate an exchange of information both orally and in writing with both external and internal customers to include peers, managers, sales, and sales leadership
• Brings 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 acumen
• Ability 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 customers
• Strong knowledge of Business Essentials including facility and breakroom, technology products, business furniture, print and promotional products
• Experience with administrative, project management tasks
• Process improvement and implementation experience
• Previous experience with account management
• Experience and proven track record of managing programs, issue resolution, root cause analysis and customer interaction
• Solid knowledge of Business Essentials including facility and breakroom, technology products, business furniture, print and promotional products
• Ability 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 customers
• Price 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 pricing
• Team Selling Environment: CSC is required to be actively involved in the future growth of an account
• Ability to function independently with minimal daily supervision
• Verbal and written communication skills
• Problem Solving Skills
• Knowledge of product, product applications, pricing, competition, and sales objectives
• Business process impact knowledge
• Time management skills
• Previous exposure to customer service escalation
  
  

Qualifications:

What’s needed- Basic Qualifications:

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

What’s needed- Preferred Qualifications:

• Bachelor's Degree
• Microsoft Office (Excel, PowerPoint, Word, Outlook, Teams) experience
  
  

We Offer:

• 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 perks and benefits
  
  

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.