Customer Success Manager, Key Accounts

Description

Sprout Social is looking to hire a Customer Success Manager, Key Accounts for the Sales & Success team in Ireland 

Why join Sprout’s Sales & Success team?

Joining the Sales and Success team is an opportunity to accelerate your career. We’re a winning team selling and supporting the leading social media management platform for businesses. Not only do you get to work alongside some of the sharpest minds in the industry, you also get to work with some of the biggest brands in the world ​​including Harrods, IHG, River Island, Stoneacre Motor Group, and University of Leeds. And the real kicker? You get to design your own career and follow the path that’s best for you. Wherever you want to go, we’re committed to helping you get there. 

What you’ll do

• Cultivate strong relationships and loyalty with our Mid-Market - Enterprise customers
• Be the primary point of contact, providing a personalised experience to each and every customer
• Drive value and product adoption for customers, providing strategic guidance, identifying risk and growth indicators, as well as inspiring customer loyalty

What you’ll bring

The ideal candidate is passionate about customer success and excited to understand what makes customers successful. 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!

The minimum qualifications for this role include:

• 4+ years of experience in Customer Success in B2B SaaS/Software, including 2+ years managing an Enterprise book of business 
• Demonstrated success in retaining, renewing, and expanding Enterprise-level accounts through strategic relationship management and value-driven engagement.
• Experience building relationships, presenting, and influencing senior-level decision makers across multiple functions

Preferred qualifications for this role include:

• Previous experience within the SaaS/Software/Technology industry
• Experience with consulting and providing strategic guidance related to social media and social media tools is a plus

How you’ll grow

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

• 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’ll start hitting your stride by:

• Receive your dedicated book of business and begin familiarising 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’ll be making a clear impact through:

• 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’ll make this role your own by:

• 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.

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, employee-led diversity, equity and inclusion initiatives and mentorship programs for aspiring leaders
• 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 Dublin’s city centre

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