Bilingual Print Customer Success Specialist (Contract)

Staples Canada•Canada,

6d•Remote

About The Position

This role is a contract position focused on digital print solutions. The responsibilities are divided into two main areas: prospecting new ePrint business opportunities, understanding client needs, presenting solutions, and preparing business cases; and ongoing account management for existing ePrint clients, focusing on building strong relationships, understanding evolving needs, and developing strategies to achieve client objectives. The role is crucial for client satisfaction, revenue growth, and customer retention, working closely with the wider account management team.

Requirements

College or technical school diploma in graphic arts or related discipline or equivalent experience.
Reading-lengthy & complex texts to extract & interpret information.
Writing-technical & tailored texts.
Mathematical Skills-complete basic & complex mathematical calculations.
Basic skills with design software (Adobe Creative Suite).
Basic colour theory, typography print production and principles of file management and design.
Good use of Microsoft Office Suite (Outlook, Excel and PowerPoint).
Understands steps involved in the printing process.
Strong understanding of medium and complex print specifications and ability to assess the integrity of quotations from vendors.
Prior industry experience with knowledge of margins within multiple product categories.
3 years’ experience in the graphic communication & printing industry.

Responsibilities

Act as the primary point of contact for assigned customers, fostering strong relationships, and understanding their unique business needs.
Liaise with the wider account management team, to help manage the customers relationship holistically.
Partners closely with Staples Print Sales team to retain and grow program account relationships.
Maintains detailed customer account information to highlight growth opportunities for software solutions.
Conducts quarterly reviews with customers to review storefront health and performance. Consistently seeks to find opportunities for growing relationships, working closely with Program Manager, ePrint Operations and Team Manager, ePrint.
Proactively address client concerns, troubleshoot issues, and manage client expectations.
Provides guidance and supports new sales reps in the development of program account opportunities. This includes participating in customer meetings and developing pricing & services strategies for the client.