Staples Canada · 5 hours ago
Customer Success Team Manager
Framingham, MA, United States
Full-time
Onsite
Mid, Senior Level
3+ years expStaples Canada is seeking a Customer Success Team Manager to lead their Customer Success Consultant teams. This role involves overseeing support and account management, driving efficiency, and fostering a culture of accountability while collaborating with Sales and cross-functional partners.
E-CommerceInformation TechnologyOffice Supplies
Responsibilities
Lead, coach, and develop a team of Customer Success Consultants (CSCs), including hiring, training, performance management, and fostering continuous development
Optimize processes and drive efficiency by leveraging individual and team strengths, standardizing best practices, and maintaining onboarding/training resources
Promote a culture of accountability and proactive ownership in customer support activities
Collaborate with Sales and cross-functional partners to ensure effective teamwork and successful execution of Customer Success strategies
Proactively assess business partner and customer needs, anticipating and removing friction from customer programs and processes
Utilize data to identify trends, coach associates, resolve customer issues, and implement improvements
Research and manage special projects or customer crises; participate in ad hoc initiatives as needed
Oversee and resolve escalated customer issues in partnership with relevant stakeholders
Drive adoption of tools and automation to enhance efficiency for both associates and customers
Continuously seek feedback and implement scalable, self-serve, and automated solutions to improve service delivery
Qualification
Required
Bachelor's degree in a related field or equivalent work experience
Minimum of 3 years' professional experience in a customer facing role
Proficiency with Microsoft Office Suite, Excel, Sunrise, Salesforce.com
Exceptional, independent problem solver
Bias to action and a sense of urgency
Understanding of the internal landscape, business logic and systems
Ability to work with cross-functional groups, secure positive outcomes for customers
Strong data acumen, able to identify trends and patterns in associate and customer performance
Strong organizational and time management skills and ability to multitask
Ability to think strategically combined with ‘on your feet' thinking
Detail-oriented with a high level of personal accountability
Ability to excel in a fast-paced environment and challenging atmosphere that presents a significant and consistent workload
Strong customer service skills with the ability to maintain a professional attitude and demeanor while managing multiple deadline-oriented projects
Preferred
Management experience
Project Management experience
Familiarity with industry-specific software and technologies
Proven ability to drive process improvement initiatives
Experience working in sales organization(s), directly with Sales
Advanced knowledge of Excel and Salesforce.com
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
Company
Staples Canada
STAPLES Canada is a company that sells office supplies, technology and equipments.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Brian McDougall
Chief Retail Officer
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