About this role.
This contract role at Staples focuses on managing digital print (ePrint) customer accounts, both for new business development and ongoing account management. The specialist will prospect potential clients, present ePrint solutions, and build business cases, while also maintaining strong relationships with existing clients to drive retention and growth. The position requires print production knowledge, design software skills, and the ability to collaborate with internal teams. Bilingual communication skills and 3+ years of print industry experience are essential. This remote role offers a mix of sales support, customer success, and technical expertise.
Role DNA
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Job Complexity
3/5Pace & Pressure
3/5Autonomy Level
4/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
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Cover letter sample
Dear Hiring Manager,
I am excited to apply for the Bilingual Print Customer Success Specialist position at Staples. With over three years of experience in the graphic communications and printing industry, I have developed a strong understanding of print specifications, client relationship management, and ePrint solutions. My bilingual abilities in English and French enable me to effectively communicate with diverse clients and internal teams. I am eager to contribute to your team by driving revenue growth and ensuring customer satisfaction. Thank you for considering my application.
Sample interview questions
I have worked in the printing industry for over three years, where I gained hands-on experience with offset and digital printing, including color management, file preparation, and vendor coordination. I understand the importance of accurate print specifications and have developed strong relationships with production teams to ensure quality output.
I would first listen to the client's concerns without being defensive, then investigate the issue by reviewing the order specifications and production processes. I would take responsibility, offer a solution such as a reprint or credit, and ensure the problem is documented to prevent recurrence. Maintaining trust is key, so I would follow up with the client to confirm their satisfaction.
My bilingual ability allows me to communicate with a broader range of clients in their preferred language, making them feel more comfortable and understood. I can conduct presentations, prepare proposals, and handle negotiations in both English and French, which expands our market reach and helps build stronger relationships.
I would start by analyzing the client's usage data, such as order history, trends, and any issues, to prepare a clear report. During the review, I would present the findings, discuss successes and challenges, and identify opportunities for growth, such as new products or services. The goal is to align our solutions with the client's goals and ensure they see value in our partnership.
I would use a CRM system to track all requests and deadlines, then categorize them by urgency and impact on the client relationship. For critical issues, I would respond immediately, while scheduling less urgent tasks during quieter periods. I would also set clear expectations with clients on response times and keep them updated on progress.
Some of what you will do:
As the Digital Print Account Specialist, your role will be divided into two main areas of responsibility.
For new ePrint business opportunities, your primary responsibilities will involve prospecting potential ePrint clients, understanding their needs, and presenting our ePrint solutions to address those needs, and preparing business cases and building requests to the Digital Print Application Team. You will serve as a vital link between Staples and potential clients, contributing directly to our expansion and success.
On going account management for ePrint clients you will be responsible for building and maintaining strong relationships with clients and our internal account management team, constantly working to understand their ongoing and changing print and communication needs and developing and executing effective strategies to help them achieve their objectives. Your role will be crucial in ensuring client satisfaction, driving revenue growth, and customer retention, working closely with our wider account management team.
Specifically, You Will:
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 customers 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 to find opportunities for growing relationships, working closely with Program Manager, ePrint Operations and Team Manager, ePrint.
Proactively address client concerns, troubleshoot issues, and manage client expectations.
Provides guidance and supports new sales reps in the development of program account opportunities. This includes participating in customer meetings and developing pricing & services strategies for the client.
Some of what you need:
College or technical school diploma in graphic arts or related discipline or equivalent experience.
Reading-lengthy & complex texts to extract & interpret information.
Writing-technical & tailored texts.
Mathematical Skills-complete basic & complex mathematical calculations.
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).
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.
3 years’ experience in the graphic communication & printing industry.
Physical demands/working conditions:
Remote environment.
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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Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›
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