Role Description The Customer Success Consultant provides program support to Staples Advantage customers, ensuring a positive customer experience. As a member of the Customer Success Consultant team, the CSC will share responsibility for core account support activities such as: - On-boarding - Issue escalation - Program implementation - Account maintenance within their collective book of business They are expected to understand general account and customer dynamics and coordinate resolution of customer needs with minimal support from sales counterparts. What you’ll be doing: - Serve as primary liaison for assigned Enterprise and Strategic customers, responsible for optimizing their utilization of program benefits & escalation point for resolving complex customer needs. - Your role as a subject matter expert on Staples products and services is crucial, instilling confidence in our customers and ensuring their needs are met with the highest level of expertise. - Oversee customer projects that span multiple systems, processes, and/or departments. - Identify evolving customer needs and collaborate internally to tailor solutions, including support for complex 3PP/EDI platforms. - Identify opportunities for simplification, upselling, and enhancing customer partnerships. - Determine root cause of issues including, but not limited to, delivery, system updates, credit/billing, order quotes, product/stock, and vendor inquiries. - Identify resolutions to prevent re-occurrence, execute strategy, and close the loop with internal/external stakeholders. - On-board customers as needed in partnership with Sales to ensure a smooth implementation process for our contract accounts and new programs. - Conduct comprehensive business reviews & presentations to executive-level stakeholders, including Procurement executives, utilizing industry-specific terminology and insights. - Log all activity in Salesforce using Case Management and monitor dashboards & outbound cases submitted through completion. Qualifications - Ability to interface at Manager, Director, or VP levels with a strong business acumen. - Leverage data to drive decision-making. - Excellent communication and interpersonal skills. - Ability to manage a demanding and unpredictable workload with efficiency and poise to resolve issues, attempt to remedy issues and/or coordinate solution for internal/external customers. - Exceptional time management and attention to detail. - Ability to function independently with minimal supervision. - Professionally represent Staples on camera for business and high-level executive meetings. - Accountable for KPI’s and performance. - Knowledge of logistics and supply chain operations. - Strong conflict resolution skills. Requirements - High school diploma or GED. - 2+ years' experience using Microsoft Office. - 2+ years of business experience. - 2+ years' experience of advanced Excel experience using VLOOKUP's, pivot tables, charts, etc. - 2+ years of Salesforce experience. Preferred Qualifications - Bachelor's Degree. - Salesforce Case Management experience. Benefits - Inclusive culture with associate-led Business Resource Groups. - Flexible PTO (22 days) and Holiday Schedule (7 observed paid holidays). - Online and Retail Discounts, Company Match 401(k), Physical and Mental Health Wellness programs, and more.

Role Description We are looking for a talented Customer Success Manager who is looking to make an impact on our school district customers and join our growing team. You will manage relationships with strategic scaled school districts in the US, rapidly grow their adoption and use of Clever's products and create customer champions. You will partner closely with Product, Marketing, District Sales, and other Customer Success Organization teams to drive growth, engagement and advocacy. How You'll Make an Impact - Retain and Grow: - Analyze large sets of data to build out strategies for different account types to manage a 500+ book of business. - Drive the renewal motion for all accounts in the BOB for scaled customers. - Grow adoption of all Clever products in your portfolio of accounts. - Collaborate with district partnership teams to generate sales referrals, facilitating cross-selling and upselling of paid products to school districts. - Identify, surface, and mitigate risks to a customer’s renewal and success plan. - Build and strengthen relationships: - Build and strengthen school district executive stakeholder relationships. - Work with district curriculum and technology teams to get buy-in across all levels of a customer’s organization and chart an ambitious plan for success. - Collaborate and build alignment: - Capture feedback from customers and advocate within Clever on behalf of customers. - Partner with sales in retaining and growing strategic customers. - Initiate cross-functional collaboration on resolution paths for issues. Qualifications - 2-4 years of customer success, account management, management consulting, IDM and MFA technical support, or comparable experience with a track record of executing towards ambitious goals. - Experience managing K-12 school district accounts. - Relationship-oriented, excited to build high-touch relationships while also working at scale to engage with all districts across your territory. - Strong communication skills. - Comfortable explaining complex products to both technical and non-technical audiences. - Ability to communicate easily with CIO’s/CTO’s. - Comfortable mediating conflict and handling objections. - Passion for solving technical problems to help others. - Technical Prowess: you pick up new technology quickly and love learning how things work. - Collaborator, adept at partnering with other teams to deliver high-impact results. - Ability to proactively identify gaps in existing processes and design enhancements to improve efficiency and business performance. - Problem solving skills. - Capable of managing difficult and complex situations and implementing solutions to solve problems. - Ability to balance the needs of the customer and the business. - Strong organizational and operational skills to effectively manage 500+ accounts. - Ability to analyze data to prioritize accounts for specific actions to drive business goals. Benefits - A competitive salary. - Flexible Paid Time Off. - Paid Parental Leave. - Top-notch healthcare, vision, and dental coverage for you and your family. - Best-in-class mental healthcare service that supports employees' mental and emotional wellness. - A generous personal development yearly budget which can be used for courses, conferences, trainings, books, and more. - A comprehensive Learning & Development program that enables employees to enhance their skills, knowledge, and functional expertise. - Annual company and team events to connect with fun, bright coworkers. Salary Transparency The range of our base salary cash compensation for this role for candidates living in the United States, besides NYC and San Francisco, CA, is between $96,000 - $112,500. For candidates living in NYC and San Francisco, CA is between $105,000 - $123,750. All final offers are determined using multiple factors including experience and level of expertise. Inclusion & Belonging Clever believes classrooms and our company should be diverse and inclusive. We celebrate actions that build diverse teams, include every voice, and create safe spaces for everyone to bring their authentic selves to work.

• Responsible for customer lifecycle post-implementation. Coordinate communication to support the success and usage of the customer. • Establish a trusted advisor relationship which spans both technical expertise and strategic account management. • Work closely with RVPs from the Sales team and collaborate on renewals and upsells of our key/largest accounts. • Promote customer satisfaction and loyalty by demonstrating an understanding of their critical business issues and needs while delivering products and services that help them meet their business objectives. • Work closely with NetBrain Support and other Services teams to ensure a consistently positive customer experiences by providing oversight and management for issues and initiatives. • Prepare, schedule, and conduct monthly/quarterly account reviews with customers to ensure their ongoing success. • Create customer-facing QBR templates and new go-to-market documentation. • Build email campaign templates that are tied to new features and new platform capabilities. • Incorporate feedback to improve efficacy of external communications.

• Serve as the primary point of contact for customers in the assigned named accounts • Build and maintain strong, lasting customer relationships to ensure satisfaction and loyalty • Understand customer objectives and align our services to achieve those goals • Oversee and manage the onboarding process for new clients, ensuring a smooth and timely product adoption • Collaborate with internal teams to expedite service delivery and meet onboarding timelines • Monitor client usage and product adoption rates • Conduct regular check-ins and offer training sessions to ensure clients are leveraging the platform to its fullest potential • Address any adoption challenges with tailored solutions • Develop strategies to ensure high retention rates and manage the contract renewal process • Predict and address potential churn risks, implementing mitigation strategies as needed • Recognize and present opportunities for clients to expand their service portfolio based on their evolving needs • Collaborate with the Account Sales Director to ensure smooth transitions for upselling or cross-selling activities • Gather client feedback and provide it to the product and service delivery teams to ensure continuous improvement • Act as the client's advocate within the company, ensuring their needs and concerns are addressed • Use CRM and Gainsight to maintain up-to-date client records, track interactions, and measure success metrics • Provide regular updates to management on client health, renewal forecasts, and potential risks