National Manager, Customer Success

at  Staples

SPECIFICALLY, YOU WILL:

• Oversees work input and output and ensure efficient workflow with minimal errors and optimal production.
• Troubleshoots and resolves customer escalations and in a timely manner. Manages workload of personnel, leveling and re-assigning as required to ensure timely order processing and order management.
• Oversees the development of major account programs and implementation activities partnering with Sales Managers, and Sales Leadership.
• Responsible for hiring, training, and developing highly competent staff. Provides guidance on personal goals and objectives through clear, effective, timely and constructive feedback to employees.
• Motivates and coaches’ team to perform with excellence and attention to detail.
• Conducts regular meetings with team to keep abreast and oversees work input and output, ensure teams are meeting deadlines, solicit opportunities for improvement, and in general provide overall management guidance and direction on work process, issues, and corrective action.
• Develop key performance indicator and provide reports on a weekly, bi-weekly, or monthly basis as determined by management. Implement measurable goals and performance tracking programs and review regularly with staff and management.
• Troubleshoot business issues, develop, and implement corrective action plans. Communicate plans with appropriate parties. Engage field support resources as appropriate on relevant issues.
• Participates in Corporate and National process improvement teams or councils, provides recommendations and modifications to operating policies and procedures, assist with training and implementation to attain greater profitability and efficiency in work. Train and engage personnel on streamlining and continuously improving processes.
• Develops and maintains strong relationships with, internal departmental management and staff, national support teams
• Works within budgeted operating expenses and reports monthly, quarterly, and yearly variances as appropriate for this position.
• Works closely with field support teams to help develop strategic plans for major project implementation and / or accounts.

This position manages the Customer Success Consultants (CSC) nationally to provide service levels consistent with the company’s defined common procedures and best practices. Manage workload leveling and all activities of the CSC’s, resolve order management / sales operational issues, including investigation and resolution of customer concerns and carrying out commitment to deliver a superior customer experience. Works closely with other departments, to improve operating efficiencies and process improvement opportunities. Execute and implement business strategies. Coach and develop associates to strive for and achieve operational and sales excellence. Responsible for training, coaching and performance appraisals of employees. Develop performance objectives and KPI’s and monitor performance against objectives. Develop performance improvement plans as needed, monitor and supervise overall performance of individuals.