Bilingual (EN/FR) Print Customer Success Specialist (Contract) Remote

Location: Canada

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. 

• Fluency in French and English is mandatory

• 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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