Renewal Manager, Strategic Accounts (EMEA)

Description

Sprout Social is looking to hire a Renewal Manager, Managed, to support the Sales & Success team.

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, PwC, Publicis Groupe, and Bank of Ireland. 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

• Working with the Managers and CSMs of the Strategic/Key/Major Customer Success teams you will outreach to customers to manage the Renewal process, engaging a CSM for any value based discussions.
• Identify potential account growth opportunities.
• Continuously refine Renewal strategies to maximize Retention.
• Provide accurate forecasting to the Head of Customer Success.

What you’ll bring

Sprout Social is looking for an ambitious, and tech savvy Renewal Manager who is  focused on cultivating strong relationships and loyalty with Sprouts Customers. The ideal candidate is passionate about customer success and executing on a renewal process designed to increase the client experience.

The minimum qualifications for this role include:

• 4+ years of experience in sales, customer success or business services with strong  emphasis on customer retention
• Documented success contributing to shared portfolio retention and growth goals

Preferred qualifications for this role include:

• SaaS/Software/Technology experience
• Excellent communication, writing skills and a passion for customer experience
• Experience with Salesforce.com or similar CRM
• Excellent organizational skills (high importance)

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 Leader 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 Revenue Enablement team. 

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

• Receive your dedicated book of renewal business and begin familiarizing yourself with your customer base.
• Work with customer buyers and approvers from varying departments (Marketing, Operations) to secure necessary approvals
• Respond to high-impact customer issues in a fashion that inspires continued customer loyalty.

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

• Maintain product expertise across our platform and serve as the central contact for your customers for renewals.
• Contribute to achieving quarterly assigned team sales retention quotas, including identifying upsell, cross-sell and expansion opportunities where applicable
• Partner with Customer Success Manager and Customer Growth sales team to drive increased or flat renewals and to ensure alignment and awareness on renewal activity
• Review to-date performance with your manager, identify areas of improvement and establish a plan for career development. 
• Document activities in Salesforce, prepare and maintain accurate reports and forecasts
• Become a Sprout Social and Social Media expert to confidently speak to ever-changing trends, new product features and platform enhancements to help assist in conversation around extending contract terms

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, for those who prefer an office setting

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 and/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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