Serve as primary liaison for assigned Enterprise and Strategic customers, responsible for optimizing their utilization of program benefits & escalation point for resolving complex customer needs.
Your role as a subject matter expert on Staples products and services is crucial, instilling confidence in our customers and ensuring their needs are met with the highest level of expertise.
Oversee customer projects that span multiple systems, processes, and/or departments.
Identify evolving customer needs and collaborate internally to tailor solutions, including support for complex 3PP/EDI platforms.
Identify opportunities for simplification, upselling, and enhancing customer partnerships.
Determine root cause of issues including, but not limited to, delivery, system updates, credit/billing, order quotes, product/stock, and vendor inquiries.
Identify resolutions to prevent re-occurrence, execute strategy, and close the loop with internal/external stakeholders.
On-board customers as needed in partnership with Sales to ensure a smooth implementation process for our contract accounts and new programs.
Conduct comprehensive business reviews & presentations to executive-level stakeholders, including Procurement executives, utilizing industry-specific terminology and insights.
Log all activity in Salesforce using Case Management and monitor dashboards & outbound cases submitted through completion.

High school diploma or GED
2+ years' experience using Microsoft Office
2+ years of business experience
2+ years' experience of advanced Excel experience using VLOOKUP's, pivot tables, charts, etc.
2+ years of Salesforce experience
Bachelor's Degree (preferred)
Salesforce Case Management experience (preferred)

Customer Success Consultant

Key skills