Bilingual Customer Success Consultant

Some of what you will do:

As a Customer Success Consultant, you will be responsible for positioning yourself as a business partner with outside Account Managers (AM’s) and Strategic Account Leaders (SALs), assisting with managing our corporate accounts with a focus on taking the lead on non-strategic selling activities from the AM/SAL. This is done by providing solutions tailored to customer needs. The Customer Success Consultant will be expected to interface and lead the interactions with customers, other departments, SAL’s, AM’s and all levels of the Staples organization to meet customer needs and drive sales. Some travel may be required.

Specifically, You Will:

• Be the liaison for the Strategic Account Leader and/or Account Manager to Customers with a focus on removing non-strategic selling activities from the AM/SAL.
• Have a consultative approach to understand the client’s pain points and suggest a solution approach to “WOW” them.
• Establish and maintain relationships with internal support team to meet customers’ ongoing & changing needs.
• Be the value-added impact for our customers. Assist on program roll-outs and implementations of new partnerships as required.
• Contribute positively to customer and revenue retention.
• Resolve issues to the customer’s satisfaction through experience and utilization of available resources. (Customer Care, Non-Stock Procurement, Sales, Transportation, Operations, Credit etc).
• Establish customer and market priorities to execute a strategic course of action to support sales goals.
• Utilize salesforce.com (SFDC) to track all account and planning activities.
• Manage and resolve customer concerns or problems and follows up with customers to assure appropriate action is taken and issues are resolved to the customer’s satisfaction, within a reasonable time frame.
• Source product and provide quotes to customers (anything not available in their contract/catalogues).

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.
• Bilingual in French and English.
• Proficiency in various MS office Software applications, including Word, Excel, PowerPoint, POWER BI, TEAMS, Outlook, SharePoint.
• Technical Skills, intermediate knowledge of Staples PROP software: ALPHA/KANA/KM/EWAY/SHIP and Track.
• Intermediate knowledge of SFDC (Salesforce.com).
• Knowledge of product, product applications, pricing, competition, and sales objectives.
• Business process impact knowledge.
• Minimum 2-3 years of Contact Center/Customer Service Experience. Experience and proven track record of managing programs, resolving customer support issues.

Some of what you will get:

• Associate discount
• Health and Dental benefits
• RRSP/DPSP
• Performance bonuses
• Learning & Development programs
• And more...

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