Some of what you will do:
As the Specialist, Print Customer Success, your primary responsibility is ongoing account management of our web-to-print clients. You will build and maintain strong relationships with clients and our internal account management teams. You will constantly work to understand clients’ ongoing and changing print and communication needs and develop and execute effective strategies to help them achieve their objectives. Your role will ensure client satisfaction, drive revenue growth, and increase customer retention, working closely with our wider enterprise services teams.
Specifically, You Will:
Customer Relationship Management:
- Act as the primary point of contact for assigned customers, fostering strong relationships and understanding their unique business needs.
- Liaise with the wider account management team to help manage the customer’s relationship holistically.
- Partners closely with Staples Print Sales team to retain and grow program account relationships.
- Maintains detailed customer account information to highlight growth opportunities for software solutions.
- Conducts quarterly reviews with customers to review storefront health and performance. Consistently seeks opportunities for growing relationships, working closely with our cross-functional partners.
- Proactively address client concerns, troubleshoot issues, and manage client expectations.
- Provides guidance and support to new hire sales reps in developing program account opportunities. This includes participating in customer meetings and developing pricing and services strategies for the client.
New Storefront Execution & Ongoing Management:
- Gather customer requirements to define technical customer storefront configuration requirements, product template needs and custom development scope.
- Support with customer demonstrations and an overview of web-to-print platform functionality, as needed.
- Working with senior leadership to define solution pricing, Statement of Work and contract details where applicable.
- Responsible for the intake of customer files, reviewing file mapping as it will appear on the storefront, and reviewing pricing.
- Analyze project requirements to define deliverables, identify key stakeholders required for project execution, and create project requirements documentation and a timeline.
- Leverage Project Management methodology to lead project execution by ensuring deliverables are met in the project timeline, escalating risks to the sales team and working closely with the customer to guide them through the storefront creation process.
- Provide onboarding and training support for new storefront launches and review of new functionality.
- Lead recurring status meetings with internal and 3rd party stakeholders to address open tickets and release planning.
- Maintain a deep understanding of B2B software solutions and 3rd party tools as offered to customers.
- Manage customer profiles with the subscription management platform (Zuora)
- Manage digital print catalogue requirements with assigned accounts, working with the sales team to implement updates/changes.
Some of what you need:
• college or technical school diploma in graphic arts, related discipline, or equivalent experience.
• 3 years’ experience in the graphic communication & printing industry
• Understands steps involved in the printing process
• Strong understanding of medium and complex print specifications and ability to assess the integrity of quotations from vendors
• prior industry experience with knowledge of margins within multiple product categories
• Reading-lengthy & complex texts to extract & interpret information
• Writing-technical & tailored texts
• Mathematical Skills-completes basic & complex mathematical calculations
• Communication-Listens & understands information, presents information transparently, uses standard trade terms and work-related terminology
• Plans & organizes own activities
• Decision Making-makes decisions using explicit guidelines and procedure
• Problem Solving-identifies & solves fundamental problems using readily available information
• Computer literacy-medium/high proficiency
• Basic skills with design software (Adobe Creative Suite)
• Basic colour theory, typography, print production and principles of file management and design.
• Good use of Microsoft Office Suite (Outlook, Excel and PowerPoint)
Some of what you will get:
• Associate discount
• Health and Dental benefits
• RRSP/DPSP
• Performance bonuses
• Learning & Development programs
• And more…
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Staples Canada is an equal opportunity employer committed to diversity and inclusion and we encourage applications from all qualified candidates, including those with disabilities.
