Customer Onboarding & Engagement Coordinator

Staples Inc.•Canada,

About The Position

This role is to support the sales team to execute successful customer onboardings by project managing the ramp process to ensure all new business is ramping to its full potential. The Customer Onboarding & Engagement Coordinator will look at opportunities to improve customer satisfaction by managing large and complex program launches & implementations, supporting revenue growth strategies by identifying key accounts, tracking progress as well as coordinating efforts with customer success / sales teams to implement strategy and working closely with customers to maximize value.

Requirements

College or bachelor’s degree in business discipline, or a minimum of five years of progressive experience in a related field.
Excellent project leadership & negotiation skills; strong customer orientation; excellent conflict management skills, excellent analytical & problem-solving capability, excellent communication skills both oral and written.
A strong business-minded consultative approach with focus on profitability & margin (with a focus on profitability & margin preferred).
Strong experience in onboarding programs, customer account management.
MS Outlook, MS Word, MS Excel, MS PowerPoint, MS Project, SharePoint, SFDC.
Strong understanding of business processes, sales cycle and customer contracts.
Demonstrate working knowledge of PM processes.
Ability to learn quickly and function with minimum supervision.
2 to 3 years in project management experience, and/or related functional areas.

Responsibilities

Work cross-functionally with Customer Success, Sales, and Operations Leaders to drive customers onboard, identify upsell opportunities, and accelerate time-to-value; leading to higher retention, expansion, and overall revenue growth.
Support the successful onboarding and implementation of new Staples customers through continuous engagement.
Drive growth amongst most valuable new accounts; ensuring seamless implementation and maximizing revenue potential through strategic internal alignment.
Monitor key data points ensuring all designated "Ship To" locations are actively purchasing; sales volume is ramping, LOB growth is on track and support adjustment to strategy as necessary.
Investigate and understand the underlying reasons for customer non-compliance with existing programs.
Communicate customer feedback and escalate issues to the appropriate business channels as needed.
Accountable for due diligence gathering, planning, prioritizing, and support the execution of a project by working with Sales Leads, LOB Specialists, Sales Managers, Operations, Merchandizing, Customer Care Credit, Transportation, Customer Maintenance & Eway teams, Contracts, IT and Customers directly.
Develops required project documentation identifying project goals and tasks and generating assignments consistent to meet objectives in any product category/LOB. E.g. Meeting notes, project plan, follow up meetings.
Establishes change management procedures, including evaluation and communication for project duration.
Understands and assures quality standards are met on assigned deliverables. Does readiness testing on accounts before going live date, understand all risks and mitigates any associated to the project.
Utilizes contract information to maximize success of project understanding SLA’s and rebate requirements to communicate to affected stakeholders.
Dispenser Installs: Coordinate customer installation requirements from planning through completion, ensuring timelines, site readiness, and stakeholder communications are aligned before go-live. Act as the central point of contact for install-related activities, partnering with Sales, Operations, and Installers, to resolve issues, track progress, and ensure smooth implementation experience.