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Senior Customer Success Manager
2 months ago
The Customer Success division at Office Depot is a pioneering approach aimed at enhancing customer satisfaction for our existing clientele, leading to increased loyalty, revenue growth, and minimized churn rates. A Senior Customer Success Manager is a commercially astute individual tasked with cultivating and sustaining positive relationships with various stakeholders. This role requires a comprehensive understanding of customer objectives and close collaboration with sales, solutions, and operations teams to meet customer needs throughout their journey.
This position serves as a liaison between Sales and Customer Service teams, assisting clients in achieving their objectives with Office Depot's services. The key responsibilities of a Senior Customer Success Manager include:
- Establishing and nurturing robust relationships with clients, taking ownership of the relationship post-contract for Tier 1 customers.
- Identifying opportunities for upselling and cross-selling, and advocating these to clients.
- Proactively addressing customer inquiries and resolving issues before they escalate.
- Monitoring customer satisfaction and success metrics.
- Communicating the value of our products and services effectively.
- Maintain primary relationships with Tier 1 customers after implementation, proactively building rapport by understanding their requirements and providing tailored solutions to achieve their goals.
- Facilitate and lead regular business reviews, analyzing service level metrics to enhance satisfaction and drive revenue growth. In-person visits may be required.
- Collaborate with internal departments, including Sales, Solutions, and Operations, to ensure seamless onboarding, implementation, and issue resolution. Educate customers on product usage to maximize value.
- Proactively assess customer needs and objectives, developing strategies to enhance success and optimize their journey, identifying opportunities for service renewals and expansions.
- Oversee customer satisfaction metrics, addressing inquiries and resolving challenges through education and promotion of Office Depot services. Key metrics include NPS, customer retention, and upsell revenue targets.
- Education: Bachelor's degree or equivalent experience.
- Field of Study: Customer Service, Supply Chain Management.
- Experience: A minimum of 8-10 years in a related field, with a focus on enterprise customer account management or customer service.
- Skills: Proven ability to build and maintain relationships at all organizational levels, with a strong sense of urgency and influence.
- Technical Skills: Familiarity with technology related to order and delivery processes.
- Personal Attributes: Enthusiastic, passionate, reliable, and adaptable.
Equal Employment Opportunity: Office Depot is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, disability, protected veteran status, sexual orientation, or any other characteristic protected by law.
