Customer Success Consultant

Staples•Framingham, MA

About The Position

Staples is business to business. You’re what binds us together. Our world-class sales and sales support teams work directly with businesses of all sizes to deliver solutions that meet unique customer needs. As a Customer Success Consultant, you will serve as a trusted partner to Staples Advantage customers, helping them maximize program value, resolve complex challenges, and strengthen long-term relationships. This is an exciting opportunity to make a direct impact on customer satisfaction while collaborating with cross-functional teams in a fast-paced, growth-oriented environment.

Requirements

Strong critical thinking, problem-solving, and conflict resolution skills.
Excellent communication and relationship-building abilities.
Ability to manage multiple priorities in a dynamic environment.
Strong attention to detail and organizational skills.
Ability to work independently with minimal supervision.
Business acumen and confidence interacting with leaders at Manager, Director, and VP levels.
Advanced presentation skills in virtual customer settings.
Experience leveraging data to drive decisions and recommendations.
Commitment to delivering an exceptional customer experience.
High School Diploma or GED.
2 to 5 years of business experience.
2+ years of experience in a customer-facing role.
2+ years of Microsoft Office experience including Excel, Word, PowerPoint, and Teams.
2+ years of advanced Excel experience using pivot tables, VLOOKUP/XLOOKUP functions, and reporting tools.

Nice To Haves

Bachelor’s degree.
Salesforce Case Management experience.
Knowledge of logistics and supply chain operations.
Experience supporting B2B customers and account management activities.

Responsibilities

Manage Salesforce service queues and prioritize customer requests based on urgency and business impact.
Own customer issues from initiation through resolution while ensuring timely communication.
Serve as the primary liaison for assigned customers and complex escalations.
Coordinate across internal departments to remove barriers and drive successful outcomes.
Lead onboarding, implementation, account maintenance, and program support activities.
Conduct business reviews and presentations for customer stakeholders, including executives.
Research customer needs and identify opportunities to improve processes and service delivery.
Support customer ordering platforms such as Ariba, PeopleSoft, and Coupa.
Analyze root causes of issues and implement solutions that prevent recurrence.
Utilize AI-enabled tools and workflow automation to increase efficiency and service quality.