Director, Customer Success

6 months ago

Richmond Hill, Canada Staples Full time

**Some of what you will do**:
As the Director of Customer Success, you will manage and lead multiple functions that interface directly with customers and the field sales organization to deliver a high-quality customer experience for Staples clients. The functions/ teams you will directly lead include Customer Onboarding and Implementation, Customer Data Maintenance, and Customer Success Consultants. These teams will collaborate and with the field sales organization through every step of the customer journey.

As an organization that is interfacing with customers daily, the Customer Success team is uniquely positioned to funnel improvement recommendations into the broader organization. For example, collaborate with the Digital team to define customer needs that can improve the digital buying experience. Drive adoption of self service tools for customers to reduce the administrative burden on internal resources.

The Director of Customer Success will be a key part of the overall professional leadership team, contributing to annual, and quarterly planning, defining the strategies and priorities for growth, and fostering a high performance culture within the Customer Success team and Professional Overall.

**Specifically, You Will**:

- Instill in the Customer Success Consultants 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
- Be the escalation point on the most critical client issues and applies critical thinking and problem-solving abilities
- Establish and maintain relationships with internal teams to meet customers’ ongoing & changing needs. This includes interfacing with Digital, IT, Customer Care, Marketing and Sales VPs.
- Team and collaborate with departments to understand solution opportunities to impact customer satisfaction and retention
- Work planning for the team to insure that program roll-outs and implementations of new partnerships is executed smoothly.
- Contribute positively to customer and revenue retention.
- Help the team to resolve issues to the customer’s satisfaction through experience and utilization of available resources. (Customer Care, Non-Stock Procurement, Sales, Transportation, Operations, Credit etc)
- Experiment with new ways of working that can improve customer experience, drive improved results, or increase efficiency in the business.

**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 5-8+ years of Experience in Sales, Customer Care, or Operations.
- 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 bonuses
- Learning & Development programs And more...

**#Bringyourpassion**

**#LI-Hybrid

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