Customer Success Manager, Mid Market (EMEA)

Sprout Social is looking for an ambitious, experienced and tech savvy Customer Success Manager to own the business relationship for a large portfolio of Sprout's customers. Sprout Social is used by over 30,000 brands worldwide including Harrods, IHG, River Island, Stoneacre Motor Group, and University of Leeds. These businesses rely on Sprout to create stronger relationships with their customers through social media. 

As a Customer Success Manager at Sprout Social, you are part of a Customer Success team that is focused on cultivating strong relationships and loyalty with our customers. Our team prides ourselves on being the primary point of contact for all of our customers and are dedicated to providing personalized experience to each and every customer.

The ideal candidate is passionate about customer success and excited to understand what makes customers successful. You are excited about driving value for customers and committed to driving product adoption, providing strategic guidance and inspiring customer loyalty. You pride yourself on being organized and detail oriented.

We're looking for someone who has managed direct relationships with customers, preferably at least 50+ at one time. You should possess the ability to uncover customer challenges and make recommendations to help customers achieve their goals. The ideal candidate will demonstrate technical aptitude and can identify areas of opportunity within the existing platform. If you're passionate about providing an exemplary customer experience and are a team player, we'd love to hear from you! 

Qualifications

These are the minimum qualifications that our hiring team is looking for in this role:

• 2+ years of experience managing client relationships in the technology industry
• Experience with Salesforce.com or similar CRM

Additionally, the ideal candidate will have experience in the following areas:

• Customer facing experience within the SaaS/Software industry

Within 1 Month, you will…

• 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. 

Within 3 Months, you will…

• 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.

Within 6 months, you will…

• 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

Within 12 months, you will…

• 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.

About Sprout Social

Sprout Social powers open communication between individuals, brands and communities through elegant, sophisticated software. We are relentless about solving hard problems for our customers and committed to both customer and team success.

Team Sprout is a group of very talented, smart and passionate people with broad interests and backgrounds. We believe that true employee engagement cannot happen if you can’t bring your whole self to work, so we’re committed to building a diverse team, embracing an inclusive culture and investing in equity across our organization. That dedication is core to Sprout. We want all candidates, particularly those coming from traditionally underrepresented groups in the technology industry, to know they are welcome at Sprout.

We’re proud to regularly be recognized for software, product and company culture achievements. Our team’s shared belief in Sprout’s mission promotes a culture of openness, empowerment and fun. We have built a benefits program to match the strength of our team. This program includes:

• Insurance and benefit options that are built for both individuals and families
• Progressive benefit programs
• High-quality and well-maintained equipment - your computer will never prevent you from doing your best
• Lunch options onsite, more than you can ever imagine
• Beautiful, convenient and state-of-the-art offices in Dublin's city centre
• Growing corporate social responsibility program that is driven by the involvement and passion of our team members

Sprout Social is an equal opportunity employer. Anyone seeking employment here is considered without regards to race, colour, religion, national origin or ancestry, sex (including sexual identity), age, physical or mental disability, pregnancy, veteran or military status, unfavourable 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, province/state, or local law. We value the things that make us different and want to see how you can make our team better!

Whenever possible, we want to provide team members the flexibility to work in the location that makes the most sense for them. If you prefer an office setting, this role may be based in our Dublin location. If you prefer to work remotely from another location within Ireland or the UK, we will accommodate you as best as possible. 

If you are based in another location within EMEA, we aren’t able to hire in your location at this time; however, if you’d like to stay in touch with us in case that changes in the future, please apply and we’ll save your application for possible future consideration.

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