Technical Services Consultant

Sprout Social is looking for a Technical Services Consultant to join our Professional Services team composed of creative/analytical thinkers committed to helping our customers achieve their strategic goals through our software. Sprout Social develops and delivers social media engagement, advocacy, and analytics solutions for more than 30,000 leading brands and agencies worldwide, including DoorDash, General Mills, Make-a-wish Foundation, Edelman, and Blue Cross Blue Shield. These businesses rely on Sprout to create stronger relationships with their customers through social media.

Professional Services at Sprout is entering an exciting time as we look to expand and grow our services to support our customers navigating the ever-changing landscape of social media. A successful candidate possesses the skill to implement our base solutions while performing and advising on the technical components of our platform. Also, as this role is new for the Professional Services team, we’re looking for someone comfortable with building out new repeatable processes in support of our Professional Service offerings.

If you enjoy helping customers succeed and have a unique mix of technical and business expertise, we’d love to speak with you!  

Responsibilities

• Guide clients through the implementation of base product
• Gather requirements and help translate them into project deliverables and milestones
• Develop visual reports, dashboards & apps using Tableau
• Provide technical guidance to clients during the implementation and post implementation on integrations, SSO and APIs
• Mentor and train services staff on reporting and technology

Qualifications

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

• 3+ years experience implementing software solutions and providing technical support to customers (ex. supporting set-up of standard integrations, SSO, connecting to data sources, importing and transforming data, and extracting data through API/web services)
• Experience integrating with vendors such as Salesforce, ZenDesk, Slack, etc.

Additionally, these are the preferred qualifications that would indicate a particularly strong candidate:

• Demonstrated communication, organizational, and analytical skills with a proven ability to work effectively with technical and non-technical resources at multiple levels within an organization
• Familiarity with identity management security protocols such Single Sign-On (SSO), Multi-Factor Authentication (MFA), etc. 
• Knowledge of data models, ETL, and data warehouse processes

Within 1 month, you will:

• Experience Sprout’s in-depth onboarding, covering everything from our company mission and values, hearing directly from executives and founders, to deep training on our products and the value that Sprout delivers to our customers
• Make a plan with your manager to set initial priorities, align on expectations for your role, plant goalposts for your career, and learn about Sprout’s approach to helping customers see social differently
• Meet with your Professional Services peer mentor and gather learnings to implement into your role.
• Get to know and begin to build working relationships with stakeholders throughout our Sales, Customer Success, Product and Marketing teams.
• Shadow Strategic Services Consultants on calls to learn relevant customer stories and case studies from the field.

Within 3 months, you will:

• Build connections with members from other teams through active networking and community building.
  Fully understand our Services offerings, from delivery to project management to reporting.
• Develop a clear understanding of the entire Sprout platform, its features and use cases, and be able to explain them to customers.
• Lead services projects (with peer mentor support) and clearly communicate results and deliverables to customers.
• Lead technical and reporting discussions with customers.

Within 6 months, you will:

• Have your first performance conversation with your manager, where you’ll discuss your accomplishments in your role and work together to build goals for your professional growth
• Partner with stakeholders to build out repeatable processes and trainings around technical and reporting tasks.
• Independently manage and deliver all types of Services projects.
• Become a Sprout Social product/technical expert to confidently speak to ever-changing trends, new product features and platform enhancements to help our customers realize their full potential and accomplish their goals.

Within 12 months, you will:

• Become a go-to resource for the Professional Services team and the larger Sales & Customer Success organization. You will deliver at a high level each day and make an impact outside of just customer work.
• Surprise us! Use your unique ideas and abilities to change your team in beneficial ways that we haven’t even considered yet.

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. Our team’s shared belief in Sprout’s mission promotes a culture of openness, empowerment and fun. 

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.

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 2021 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. 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.