Customer Success Team Manager

Staples Inc. • Framingham, MA

2h

About The Position

Staples is business to business. You’re what binds us together.
Our customer service team supports our company through their confidence, knowledge, and commitment to our customers. We’re passionate about understanding customer needs, finding solutions that fit their business and supporting our customers every step of the way. We take pride in the pivotal role we play in providing our customers with a seamless experience.
What you’ll be doing:
Manages a team of CSC associates which includes hiring, coaching, development, training and performance management.
Optimizes efficiencies by leveraging individual and team strengths, delegate tasks to the appropriate level and driving consistency in process and support organization-wide.
Consistently searches for ways to improve service by proactively seeking feedback from key business partners
Chooses the best alternative based on consideration of pros, cons, impact to field, tradeoffs, timing, and available resources.
Proactively identifies and anticipates business partner needs, expectations and requirements
Conducts research and manages special projects as necessary
Understanding of the internal landscape, business logic and systems is essential.
Participation in ad hoc projects as required by changing business goals and requests from Sales
Overseeing escalated customer issues

Requirements

• Exceptional problem solver
• Ability to work with cross-functional groups
• Strong organizational and time management skills
• Ability to think strategically combined with ‘on your feet’ thinking
• Ability to multi-task
• Detail-oriented with a high level of personal accountability
• Ability to excel in a fast-paced environment and challenging atmosphere that presents a significant and consistent workload
• Strong customer service skills with the ability to maintain a professional attitude and demeanor while managing multiple deadline-oriented projects
• High School Diploma or GED
• Minimum 2+ years of experience in a customer facing role

Nice To Haves

• Management experience
• Project Management experience
• Experience working in sales organization(s), directly with Sales
• MS Office suite proficiency; advanced knowledge of Excel and Salesforce.com

Responsibilities

• Manages a team of CSC associates which includes hiring, coaching, development, training and performance management.
• Optimizes efficiencies by leveraging individual and team strengths, delegate tasks to the appropriate level and driving consistency in process and support organization-wide.
• Consistently searches for ways to improve service by proactively seeking feedback from key business partners
• Chooses the best alternative based on consideration of pros, cons, impact to field, tradeoffs, timing, and available resources.
• Proactively identifies and anticipates business partner needs, expectations and requirements
• Conducts research and manages special projects as necessary
• Understanding of the internal landscape, business logic and systems is essential.
• Participation in ad hoc projects as required by changing business goals and requests from Sales
• Overseeing escalated customer issues

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: Manager
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees