Key skills
Customer-facing ExperienceSales SupportMicrosoft WordMicrosoft ExcelMicrosoft OutlookMicrosoft PowerPointSalesforce.comEscalation ManagementPeople LeadershipResilienceProject ManagementStrategic ThinkingSalesforceLeadershipTeam LeadershipCommunicationCollaborationCustomer SuccessSales
About this role
Staples is a business-to-business company that emphasizes customer success. In this role, you will lead a team of Customer Success Consultants, focusing on guiding, coaching, and developing them to ensure exceptional customer experiences and operational excellence.
Responsibilities:
- Lead, coach, and performance-manage a team of Customer Success Consultants supporting enterprise and complex customers
- Drive Customer Success strategy by fostering a culture of ownership, accountability, and execution
- Partner closely with Sales leadership to ensure strong collaboration and aligned routines
- Optimize team efficiency through effective delegation, workflow management, and process consistency
- Serve as the primary escalation point for complex customer issues and resolution coordination
- Use data and insights to identify trends, coaching opportunities, and service improvements
- Support onboarding, training, and continuous development through feedback and development planning
- Identify opportunities to reduce customer friction through automation and process improvement
- Manage special projects and customer initiatives aligned to evolving business priorities
Requirements:
- Bachelor's degree required
- 3+ years of experience in a customer-facing role
- Experience supporting or partnering with sales teams
- Proficiency in Microsoft Word, Excel, Outlook, and PowerPoint
- Strong written and verbal communication skills
- Strong people leadership skills with experience coaching and developing teams
- Exceptional problem-solving skills with a bias toward action
- Proven ability to collaborate cross-functionally in a matrixed environment
- Strong data acumen with the ability to translate insights into action
- Excellent organizational and time-management skills
- Strategic thinker who can act decisively in real-time situations
- Customer-first mindset with professionalism under pressure
- Resilience and adaptability in a fast-paced support environment
- Prior people management or team leadership experience
- Experience in a sales or customer success organization
- Advanced proficiency in Excel and Salesforce.com
- Project management experience
- Experience handling escalations and complex customer situations