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Customer Success Manager, Key Accounts
Posted on 5/18/2022
Salt Lake City, UT, USA
Experience Level
Desired Skills
Social Media
  • 5+ years of experience in Customer Success in B2B SaaS/Software managing an Enterprise book of business and 2+ years of experience at a Senior Level
  • Proven ability to navigate sophisticated complex enterprise organizations helping to increase product adoption, deliver business value, influence collaboration, and promote and identify opportunities for growth
  • Experience building relationships, multi threading with new and existing contacts as well as presenting and selling to senior level decision-makers across multiple functions
  • Strong cross-functional experience, collaborating with internal partners including: sales, product, billing and support
  • 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
  • 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
Desired Qualifications
  • Excellent communication, interpersonal and writing skills
  • Excellent at prioritization and organization with their day to day tasks
  • Experience with consulting and providing strategic guidance related to social media and social media tools is a plus
  • Experience partnering with sales to build growth strategies for accounts and working with them through renewal and upsells
Sprout Social
Sprout Social creates powerful solutions for social media management.
Company Overview
Sprout Social creates powerful solutions for social media management.