• Own the success of our Commercial Real Estate customers, developing scalable playbooks and touchpoints to drive engagement and retention • Serve as a trusted advisor to customers, helping them achieve their goals and maximize ROI • Monitor customer health scores and usage data to proactively identify at-risk accounts and opportunities for growth • Design and execute scalable programs (webinars, email campaigns, in-app guidance) that deliver value at scale • Collaborate cross-functionally with Sales, Product, and Support to champion the voice of the customer • Track and manage renewals, escalations, and at-risk accounts in coordination with internal stakeholders • Maintain accurate account records and activity logs within SFDC and HubSpot

• Own the success of our Commercial Real Estate customers, developing scalable playbooks and touchpoints to drive engagement and retention • Serve as a trusted advisor to customers, helping them achieve their goals and maximize ROI • Monitor customer health scores and usage data to proactively identify at-risk accounts and opportunities for growth • Design and execute scalable programs (webinars, email campaigns, in-app guidance) that deliver value at scale • Collaborate cross-functionally with Sales, Product, and Support to champion the voice of the customer • Track and manage renewals, escalations, and at-risk accounts in coordination with internal stakeholders • Maintain accurate account records and activity logs within SFDC and HubSpot

• Run discovery and consultative conversations with prospective customers. • Own the full customer journey from first conversation through onboarding, adoption, and renewal. • Act as the primary partner for your book of business. • Build and maintain automated workflows across Vitally, HubSpot, and Intercom. • Write SQL to pull and analyze data from BigQuery. • Design digital CS programs that keep customers progressing.

Role Description Staples eMarketplace First Call Resolution Specialists are responsible for interacting with our customers in response to electronic inquiries stemming from our eMarketplace platforms (Amazon, eBay, Walmart, etc). - Complete returns, research, website assistance, and problem resolution in a single contact. - Act as liaisons between multiple departments to obtain accurate and complete problem resolution on the very first contact with our company. - Answer customer inquiries to learn about and address their needs, complaints, or other issues with products or services. - Focus on first contact resolution by responding efficiently and accurately to customers, explaining possible solutions, and ensuring that they feel supported and valued. - Utilize software, databases, scripts, and tools appropriately. - Understand and strive to meet or exceed customer service metrics while providing excellent consistent customer service. - Make sales or recommendations for products or services that may better suit client needs. - Take part in training and other learning opportunities to expand knowledge of company and position. - Adhere to all company policies and procedures. - All other duties as assigned. Qualifications - High School Diploma or equivalent required. - 1+ years in a customer service environment required. - Holiday rotation is required. Requirements - Able to work efficiently under pressure. - Able to work well with others. - Able to meet deadlines. - Stress management skills. - A quick-thinking ability. - Problem-solving skills. - Competency in MS Excel, MS Outlook, internet, and strong typing skills. - Stellar written communication skills. - Strong problem solving & critical thinking skills. - Capability to manage, organize, and complete tasks that require follow-up. - Ability to multi-task and thrive in a lively environment. 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.