Role Summary

The Team Manager leads a team of individual contributors responsible for the successful integration and onboarding of newly-won business. The Team Manager is charged with the ongoing support and development of direct reports, ensuring the team produces consistently to expectation, and navigating complex escalations to resolve in the best possible customer experience that also upholds desired business outcomes.

Duties & Responsibilities:

• Hire and manage a team of individual contributors responsible for leading the onboarding effort and technical integrations for complex, enterprise-level customers – both newly won customers and existing customers requiring integration-support, in partnership with Sales counterparts.
• Manage the team’s workload and daily tasks, reviewing activity and performance metrics to ensure effective use of Customer Success resources consistent with company objectives.
• Champion the change management effort and steady evolution of the SE organization’s contribution to the broader business, influencing direct reports and internal stakeholders.
• Serve as an escalation point for internal stakeholders and external customers on behalf of direct reports.
• Leverage data to elicit trends in team activity and efficacy, identifying coaching opportunities and expose process improvement opportunities.
• Contribute to the ongoing development of the eComm Playbook through providing SME insights with a business-strategy orientation.
• Ensure the ongoing training and development of critical skills and competencies of direct reports, consistent to standards established by leadership.

Management Responsibilities

• Manage a team of individual contributors, ensuring the team produces consistently to expectation
• Champion a performance-driven culture within the team, promoting accountability, transparency, and a commitment to continuous improvement
• Direct/Indirect Reports
  • (8-10) direct reports
  • (0) direct reports with a team of 3 or more associates (excludes direct reports)
  • (8-10) salaried reports
  • (0) hourly reports
  • Yes, will have reports that manage a project, program, or function with no direct people leadership accountability.

Impact on Business

• The Team Manager plays a critical role in executing the organizational strategy for the Sales Engineering team as well as the broader Customer Success organization.
• Ensuring the team performs to expectation and provides an excellent customer experience.
• Navigating and resolving complex customer escalations with internal stakeholders and external customers.

Business Strategy

• This role is responsible for championing the strategic direction of Sales Engineering, ensuring organizational goals are met while maintaining an exceptional customer onboarding experience.
• Commits Staples’ internal resources efficiently and effectively to solve for customer needs while challenging unneeded complexity.
• Coaches their team to identify better ways of approaching specific challenges, automate certain activities, and diligently managing operating expense.

Innovation & Change

• Identifies opportunities for process improvement, talent development, and provide real-time feedback and coaching to their teams and cross-functional partners.

Discretion and Independent Judgement

• Uses discretion and judgement to craft simple and scalable solutions to customer problems and challenge complexity, as well as making hiring and performance management decisions relative to their teams.

Communications & Interactions

• Supports and partners directly with leadership across Sales Engineering, Customer Success, and the broader Support organizations to ensure organizational goals and objectives are met.
• Needs to be able to communicate and liaise effectively across many different functional departments including IT, Sales, Supply Chain, Finance, Pricing, as well as with external vendor partners and Staples’ customers.
• Key characteristics in communications and actions include being:
  • Strategic sales orientation
  • Curious
  • Approachable
  • Passionate
  • Solution-focused
  • Problem-solver

Staples is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, age, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.