Note: The job is a remote job and is open to candidates in USA. Sprout Social is a social media management company hiring an Adoption Consultant for its Customer Support team. The role focuses on driving customer satisfaction, retention, growth, and successful platform adoption across a high volume of accounts through training, usage monitoring, issue resolution, process improvement, and collaboration with internal teams.
Responsibilities
- Drive Value & Adoption: Lead training sessions and value discussions to ensure a high volume of customers effectively utilize Sprout’s core functionalities to meet their strategic goals
- Scale Customer Success: Execute one-to-many playbooks and leverage self-service resources, like in-app guidance and knowledge base articles, to drive platform utilization at scale
- Proactive Health Monitoring: Analyze usage data and health metrics to identify trends, proactively address churn risks, and uncover opportunities for customer growth
- Efficient Issue Resolution: Resolve customer inquiries promptly, leveraging support tools and escalating complex issues to ensure a seamless experience
- Operational Excellence: Partner with Product and Engineering to identify and implement process improvements and automation that streamline our Customer Success operations
- Team Collaboration: Contribute to our collective knowledge by developing internal best practices and resources that help the entire support community grow
- Onboarding and Learning: Become familiar with the Sprout Social platform, core functionalities, and internal processes
- Understanding Customer Adoption Accounts: Gain an understanding of the characteristics and needs of Customer Adoption Accounts
- Initial Customer Engagement: Begin engaging with customers through initial discussions and training sessions
- Resource Review: Review and understand existing adoption materials and resources
- Active Customer Support: Respond to customer inquiries, resolve issues, and utilize support tools effectively
- Platform Monitoring: Start actively monitoring customer platform usage and identifying areas for improvement in adoption
- Data Analysis: Begin analyzing customer data to understand usage patterns
- Process Familiarization: Deepen understanding of and begin contributing to process improvements
- Proactive Engagement: Proactively identify and address customer needs and potential churn risks
- Reporting: Generate regular reports on customer health and performance
- Automation Implementation: Leverage automation tools to improve efficiency
- Contribution to Knowledge Base: Contribute to the development and maintenance of internal knowledge base articles
- Activity Metrics: Achieving activity metrics associated with the role to measure customer engagements
- Contributing to the team’s strategic direction - proposing projects and new approaches for our customers
- Being a SME on our customer success software
- Understanding the entire customer journey, and ensuring that when customers seem to be going off course, you recognize and help them correct
Skills
- 2+ years of customer success experience
- Strong problem-solving and team collaboration skills
- Agility and flexibility in a rapidly changing environment
- Familiarity with Sprout Social influencer marketing and influencer marketing strategy
- Experience with Gainsight or other CS management software
- Experience working within a one-to-many model of customer success
- Ability to work either PST or MST timezones
Benefits
- Premium BCBSIL medical, dental (high/low plans), and vision (Eyemed) insurance for you and your eligible dependents.
- Full, free access to Modern Health for you and your dependents, including coaching, therapy sessions, and digital wellness resources.
- 401(k) plan with a 50% company match on your first 6% of contributions (a 3% total match).
- 100% employer-paid Life and Disability insurance.
- A flexible PTO policy, supplemented with additional company-wide Rest & Recharge days throughout the year.
- Up to 16 weeks of paid leave for new parents.
- A $1,000 USD annual Lifestyle Spending Account to spend on your physical, mental, and financial well-being.
- A one-time $550 USD stipend to set up your home office, plus a monthly $50 USD stipend for internet.
- 16 hours of paid volunteer time annually, plus a $100 annual match for your charitable donations.
- Access to pre-tax commuter benefits.
- Subsidized child/eldercare (Care.com).
- Discounted pet insurance (Figo).
- No-cost personalized financial wellness support through Your Money Line.
- Remote workforce in many places in the United States.
- Training, coaching and feedback opportunities.
- Coaching on a wide array of skills that set them up for success in all parts of our business.
Company Overview