Staples Canada · 19 hours ago
Team Manager Sales Engineering
Framingham, MA, United States
Full-time
Onsite
Mid, Senior LevelStaples Canada is a leading office supply retailer, and they are seeking a Team Manager for their Sales Engineering department. The Team Manager will lead a team responsible for the onboarding and integration of enterprise-level customers, ensuring effective performance and customer satisfaction while navigating complex escalations.
E-CommerceInformation TechnologyOffice Supplies
Responsibilities
Hire and manage a team of individual contributors responsible for leading the onboarding effort and technical integrations for complex, enterprise-level customers – both newly won customers and existing customers requiring integration-support, in partnership with Sales counterparts
Manage the team’s workload and daily tasks, reviewing activity and performance metrics to ensure effective use of Customer Success resources consistent with company objectives
Champion the change management effort and steady evolution of the SE organization’s contribution to the broader business, influencing direct reports and internal stakeholders
Serve as an escalation point for internal stakeholders and external customers on behalf of direct reports
Leverage data to elicit trends in team activity and efficacy, identifying coaching opportunities and expose process improvement opportunities
Contribute to the ongoing development of the eComm Playbook through providing SME insights with a business-strategy orientation
Ensure the ongoing training and development of critical skills and competencies of direct reports, consistent to standards established by leadership
Manage a team of individual contributors, ensuring the team produces consistently to expectation
Champion a performance-driven culture within the team, promoting accountability, transparency, and a commitment to continuous improvement
This role is responsible for championing the strategic direction of Sales Engineering, ensuring organizational goals are met while maintaining an exceptional customer onboarding experience
Commits Staples’ internal resources efficiently and effectively to solve for customer needs while challenging unneeded complexity
Coaches their team to identify better ways of approaching specific challenges, automate certain activities, and diligently managing operating expense
Identifies opportunities for process improvement, talent development, and provide real-time feedback and coaching to their teams and cross-functional partners
Uses discretion and judgement to craft simple and scalable solutions to customer problems and challenge complexity, as well as making hiring and performance management decisions relative to their teams
Supports and partners directly with leadership across Sales Engineering, Customer Success, and the broader Support organizations to ensure organizational goals and objectives are met
Needs to be able to communicate and liaise effectively across many different functional departments including IT, Sales, Supply Chain, Finance, Pricing, as well as with external vendor partners and Staples’ customers
Qualification
Required
Experience in managing a team of individual contributors responsible for onboarding and technical integrations for enterprise-level customers
Ability to manage team workload and daily tasks, reviewing activity and performance metrics
Experience in change management and influencing internal stakeholders
Ability to serve as an escalation point for internal stakeholders and external customers
Experience in leveraging data to identify trends and coaching opportunities
Ability to contribute to the development of business strategy and playbooks
Experience in training and developing critical skills and competencies of direct reports
Ability to champion a performance-driven culture promoting accountability and continuous improvement
Experience in navigating complex customer escalations
Ability to communicate effectively across various functional departments and with external partners
Preferred
Experience in a sales engineering or customer success role
Familiarity with eCommerce strategies and practices
Strong strategic sales orientation
Demonstrated curiosity and approachability
Passion for problem-solving and solution-focused thinking
Company
Staples Canada
STAPLES Canada is a company that sells office supplies, technology and equipments.
Founded in 1991
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Brian McDougall
Chief Retail Officer
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