Customer Success - Project Manager I

Staples Canada • Framingham, MA

2h

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 offer products and services to meet our customers’ unique needs. We are committed to understanding our customers and use best-in-class sales tools and technology to find the best solutions. We’re constantly discovering new ways to reach our goals, taking time to develop our skills and investing in our career growth, so we can enjoy lucrative opportunities and grow our careers both within and beyond sales.
What you'll be doing:
Work directly with account owners to develop blocking strategies that meet customers’ requirements while maximizing sales potential.
Handle all blocking requests submitted via the CSS Helpdesk without disruption to defined service level standards associated with the creation and maintenance of contract customer accounts within the CAMS platform.
Account coding is defined through the proper configuration of over 100 relating but independent toggles and settings. Each individual setting can have wide ranging impact on internal functional areas, external functional areas, end user experience, program integrity and profitability.
Manage the high-level elevated activities of complex scenarios associated with the creation and maintenance of customer specific account programs.
Provide detailed consultation to Sales and/or customers, as well as appropriate internal and external contacts regarding the scope and effect of all updates and changes to account configuration.
Evaluate and oversee the proper resolution of escalated or urgent issues. Tasks require intricate or highly sensitive action items to complete.
Act as a primary high level systems and business consultant to the various internal functional areas, including but not limited to: • Credit• EC/StaplesAdvantage• Sales• Program Ops, Bid & Quote, Pricing & Margin• PI• Integration / OMS• WPC• Customer Service/Sales Liaison• Marketing
Team with Managers in collaboration with internal functional area partners to define and implement best approaches and practices in support of customer requirements and expectations.

Requirements

• Ability to lead sales and customers through an end-to-end product assortment setup.
• Familiar with standard project management skills – gathering requirements, assessing risk, escalating risk, testing, go-live checkpoints, leading cross-functional conference calls; including facilitation via WebEx
• Excellent organization skills, written and verbal communications and an attention to detail
• 3+ years of CSS Experience, including a high level of knowledge in Customer Setup preferred
• 3+ years experience working with Microsoft Suite (Outlook, Excel, Word, Access and Project)
• Ability to travel on demand – 5-10%

Nice To Haves

• Knowledge of Staples Contract product assortment and content preferred
• Experience gathering customer requirements and leading integrations from a business perspective.

Responsibilities

• Work directly with account owners to develop blocking strategies that meet customers’ requirements while maximizing sales potential.
• Handle all blocking requests submitted via the CSS Helpdesk without disruption to defined service level standards associated with the creation and maintenance of contract customer accounts within the CAMS platform.
• Manage the high-level elevated activities of complex scenarios associated with the creation and maintenance of customer specific account programs.
• Provide detailed consultation to Sales and/or customers, as well as appropriate internal and external contacts regarding the scope and effect of all updates and changes to account configuration.
• Evaluate and oversee the proper resolution of escalated or urgent issues.
• Act as a primary high level systems and business consultant to the various internal functional areas, including but not limited to: • Credit• EC/StaplesAdvantage• Sales• Program Ops, Bid & Quote, Pricing & Margin• PI• Integration / OMS• WPC• Customer Service/Sales Liaison• Marketing
• Team with Managers in collaboration with internal functional area partners to define and implement best approaches and practices in support of customer requirements and expectations.

Benefits

• Inclusive culture with associate-led Business Resource Groups
• Flexible PTO (22 days) and Holiday Schedule (7 observed paid holidays)
• Online and Retail Discounts, Company Match 401(k), Physical and Mental Health Wellness programs, and more!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed