Customer Success Manager, Enterprise (Tagger)

Description

Tagger by Sprout Social is looking to hire a Customer Success Manager, Enterprise for the Sales & Success team.

About Tagger Media by Sprout Social

Tagger by Sprout Social is a global leader in revolutionizing how top brands and agencies harness data and analytics to drive creator and influencer marketing strategies. Trusted by global enterprises, Tagger is a disruptive SaaS solution that offers unparalleled expertise. Leveraging API partnerships with major social channels, Tagger connects millions of brand and influencer profiles to billions of social data points, offering the industry’s most robust social intelligence and actionable insights. Tagger’s platform provides powerful analytics, all-in-one capabilities, and strategic integrations for efficient campaign workflows. To learn more, visit www.taggermedia.com. 

What you’ll do

• Be responsible for day-to-day account management of a portfolio of Taggers enterprise customers 
• Be the primary point of contact for your portfolio of customers and provide personalized experiences to each and every customer
• Drive product adoption, provide strategic guidance and inspire customer loyalty while maintaining a high satisfaction rate through all interactions

What you’ll bring

You are an ambitious, experienced and tech savvy customer success professional. You pride yourself on being organized, detail-oriented and a joy to do business with. You are passionate about customer success and excited to understand what makes customers successful.

The minimum qualifications for this role include:

• 4+ years of experience in Customer Success in B2B SaaS/Software
• 2+ years of experience managing an Enterprise book of business 
• Proven ability to identify areas of opportunity/growth within existing platform
• Proven success building relationships, presenting and selling to senior level decision makers across multiple functions

How you’ll grow

Within 1 month, you’ll plant your roots, including:

• Complete Tagger’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 Tagger’s Success Team by shadowing team members, listening to recorded customer calls and working closely with our dedicated Enablement Manager. 

Within 3 months, you’ll start hitting your stride by:

• Work closely with Tagger’s Sales, CS, Onboarding and Product teams to ensure successful customer onboarding and product adoption.
• Keep clients engaged and regularly using products.
• Advise clients on best practices for using the Tagger platform, building on educational resources, Help Guides, videos, and webinars.
• Taking on new clients, leading kick-off calls, and handling all client communication.
• Own the post-sales customer relationships with key account stakeholders to drive valuable partnerships. 

Within 6 months, you’ll be making a clear impact through:

• Monitor and report customer usage and health, while developing proactive strategies that drive continued user adoption, retention, and growth.
• Evangelize newly released Tagger features, and provide customer feedback to the global CS and Product teams.

Within 12 months, you’ll make this role your own by:

• Having built customer loyalty to reduce churn.
• Focus on retention of all clients and identify opportunities for upsell and expansion for continued growth through account management activity, and reporting. 

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.

Our Benefits Program

We’re proud to regularly be recognized for our team, product and culture. Our benefits program includes:

• Insurance and benefit options that are built for both individuals and families
• Progressive policies to support work/life balance, like our flexible paid time off and parental leave program 
• High-quality and well-maintained equipment—your computer will never prevent you from doing your best
• Wellness initiatives to ensure both health and mental well-being of our team
• Ongoing education and development opportunities via our Grow@Sprout program and  employee-led diversity, equity and inclusion initiatives.
• Growing corporate social responsibility program that is driven by the involvement and passion of our team members
• Beautiful, convenient and state-of-the-art offices in Chicago’s Loop and downtown Seattle, for those who prefer an office setting

Whenever possible, Sprout wants to provide our team with the flexibility to work in the location that makes the most sense for them. Sprout maintains a remote workforce in many places in the United States. However, we are not set up in all states, so please look at the drop-down box in our application to see whether your state is listed. Few roles require an office setting. If your position requires a physical presence in a Sprout office, it will be evident in the job listing and your offer letter.

This role’s On Target Earnings (“OTE”) is $100,000.00 USD annually. OTE is the sum of a fixed base salary plus incentives at target performance. Incentive compensation will vary based on performance. 

These ranges were determined by a market-based compensation approach. We used data from multiple sources, including, but not limited to, trusted third-party compensation sources to set equitable, consistent and competitive ranges. We also evaluate compensation bi-annually, identify any changes in the market and make adjustments to our ranges and existing employee compensation as needed.

OTE is only one element of an employee's total compensation at Sprout. Every Sprout team member has an opportunity to receive restricted stock units (RSUs) under Sprout’s equity plan. Employees (and their dependents) are covered by medical, dental, vision, basic life, accidental death, and dismemberment insurance, and Modern Health (a wellness benefit).  Employees are able to enroll in Sprout’s company’s 401k plan, in which Sprout will match 50% of your contributions up to 6% with a maximum contribution. Sprout offers “Flexible Paid Time Off” and ten paid holidays. We have outlined the various components to an employee’s full compensation package here to help you to understand our total rewards package.

Sprout Social is proud to be an Equal Opportunity Employer and an Affirmative Action Employer. We do not discriminate based on identity- race, color, religion, national origin or ancestry, sex (including sexual identity), age, physical or mental disability, pregnancy, veteran or military status, unfavorable discharge from military service, genetic information, sexual orientation, marital status, order of protection status, citizenship status, arrest record or expunged or sealed convictions, or any other legally recognized protected basis under federal, state, or local law. Learn more about our commitment to diversity, equity and inclusion in our latest DEI Report.

If you need a reasonable accommodation for any part of the employment process, please contact us by email at [email protected] and let us know the nature of your request and your contact information. We'll do all we can to ensure you're set up for success during our interview process while upholding your privacy, including requests for accommodation. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.

For more information about our commitment to equal employment opportunity, please click here (1) Equal Opportunity Employment Poster  (2) Sprout Social's Affirmative Action Statement (3) Pay Transparency Statement. 

When you apply for employment with Sprout Social, we will process your job applicant data, including your employment and education history, transcript, writing samples, and references as necessary to consider your job application for open positions. Your personal data will be shared with Greenhouse Software, Inc., and Crosschq, Inc., cloud services providers located in the United States of America and engaged by Sprout Social to help manage its recruitment and hiring process on Controller’s behalf. Accordingly, if you are located outside of the United States, by clicking “Submit Application” on this site, you consent to the transfer of your personal data to the United States. For more information about our privacy practices please visit our Privacy Policy. California residents have additional rights and should review the Additional Disclosures for California Residents section in our Privacy Policy.

Additionally, Sprout Social participates in the E-Verify program in certain locations, as required by law. 

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