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Customer Success Consultant

8 months ago

Mississauga, Canada Staples Canada Full time

: 1266978

**Who we are**
As the Working and Learning Company, we at Staples Professional, are dynamic, inspiring partners to our customers and the communities in which we live. At Staples, we inspire people to work smarter, learn more and grow every day. We look for people who are curious, approachable, and passionate, and who enjoy finding solutions.
If that’s you, let’s work, learn, and grow together.

**We are building an inclusive and diverse team**
Staples Professional is creating an inclusive and diverse work environment. We welcome, value and thrive on perspectives and contributions from backgrounds that vary by race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion or physical ability. If you have a disability or special need that requires accommodation, please let us know.

**Some of what you will do**:
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.

**Specifically, You Will**:
**Impact on Business: 70%**
- 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.
- Have a consultative approach to understand the client’s pain points and suggest a solution approach to “WOW” them.
- Working in a team-centered environment where continuous learning and experimentation is your day-to-day
- Takes ownership of client issues and applies critical thinking and problem-solving abilities
- 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. (Customer Care, Non-Stock Procurement, Sales, Transportation, Operations, Credit etc)
- Establish customer and market priorities to execute a strategic course of action to support sales goals
- Manage and resolve customer concerns or problems and follows up with customers to assure appropriate action is taken and issues are resolved to the customer’s satisfaction, within a reasonable time frame.
- Source product and provide quotes to customers (anything not available in their contract/catalogues)
- Work with Backorder team - review customer backorder reports, expedite, source alternates

**Innovation and Change : 15%**
- 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 and External Customers/Suppliers and Third Parties: 15%**
- 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
- Ensures customer feedback is heard and acted upon; mediating between the customers request and the Staples Vision.

**Some of what you need**:

- High School Diploma/GED required
- Bachelor’s degree/College diploma preferred - with emphasis on communication, marketing and/or project management.
- Minimum 2-3 years of Contact Center/Customer Service Experience
- Experience and proven track record of managing programs, resolving customer support issues
- Technical Skills, intermediate knowledge of Staples PROP software: ALPHA/KANA/KM/EWAY/SHIP and Track/
- Excellent verbal and written communication skills
- Excellent listening skills, understanding client needs and demonstrating genuine concern, building rapport
- Excellent Problem Solving and Analytical Skills
- Business process impact knowledge
- Time and task management skills
- Detail oriented and able to work independently with little supervision, as well as working effectively in a team environment.
- Able to work in a fast paced, high-demand environment
- Consultative selling skills are an asset.

**Some of what you will get**
- Associate discount
- Health and Dental benefits
- RRSP/DPSP
- Performance bo