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Customer Success Manager
Mid Market
Updated on 9/29/2022
Locations
Remote
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Salesforce
Social Media
Requirements
  • 2+ years of experience managing client relationships in the technology industry
  • Experience with Salesforce.com or similar CRM
  • Customer facing experience within the SaaS/Software industry
  • Additional European Language preferred
Responsibilities
  • Complete Sprout Social's new hire training & onboarding program alongside other new Sprout team members. You'll gain a broader understanding of our products and how your role fits into the organization
  • Partner with the Manager of Customer Success to define key success metrics for your role and how you will measure against them
  • Begin developing familiarity with our business, platform, and applications, as well as our company's key metrics
  • Acclimate yourself with the day to day responsibilities of Sprout's Success Team by shadowing team members, listening to recorded customer calls and working closely with our dedicated Enablement Manager
  • Receive your dedicated book of business and begin familiarizing yourself with your customer base
  • Establish relationships with customer-facing departments across the organization
  • Direct customers to Sprout resources such as product guides, webinars, and customer support to encourage product adoption
  • Respond to high-impact customer issues in a fashion that inspires continued customer loyalty
  • Actively handle inbound requests and account related questions
  • Maintain product expertise across our platform to serve as the ultimate trusted advisor
  • Partner with colleagues across departments to address customer feedback and communicate accordingly
  • Review to-date performance with your manager, identify areas of improvement and establish a plan for career development
  • Become a Sprout Social and Social Media expert to confidently speak to ever-changing trends, new product features and platform enhancements to help our clients realize their full potential and accomplish their goals
  • Propose and execute independent projects benefiting the whole of Customer Success or Sprout as an organization
  • Identify individual strengths and how to apply them effectively for continued success. Of course what is outlined above is the ideal timeline, but things may shift based on business needs and other projects and tasks could be added at the discretion of your manager
Sprout Social
Sprout Social creates powerful solutions for social media management.
Company Overview
Sprout Social creates powerful solutions for social media management.