Customer Success Manager, Onboarding (EMEA)

Sprout Social is looking to hire a Customer Success Manager, Onboarding to the Sales & Success team, to be based in the 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 thee. 

What you’ll do

• You will be responsible for providing customers a tailored and value-driven onboarding experience that ensures customers are set up for success in achieving their business goals. 
• With a customer-first mindset, ensure our new customers are set up for success in our platform
• Deftly handle all communication on multiple channels, prioritizing multiple methods of communication at the same time, and never sacrificing the customer experience. 
• Consistently meet and exceed quantitative goals and exemplify qualitative behaviors that support team members and customers. 

What you’ll bring

Sprout Social is looking for a highly driven, enthusiastic and tech-savvy Customer Success Manager, Onboarding to onboard and train new customers. You will be the first point of contact with our new customers and pride yourself on being organized, detail-oriented, and empathetic. 

The minimum qualifications for this role include:

• 2+ years experience in an account management / client relationship role in the technology industry
• Experience delivering product training sessions via web conference software (or alternatively professional experience in adult education)
• In-depth knowledge of social media platforms, and a general understanding of the social media industry
• Professional English fluency in verbal and written communication

Preferred qualifications for this role include:

• Able to identify and align a customer’s goals and objectives with Sprout’s value, capabilities and solution 
• Ability to manage simultaneous software implementations for multiple clients
• Superior organizational skills
• Excellent communication skills, both written and verbal
• Salesforce.com or other CRM experience is a plus

How you’ll grow

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

• Complete Sprout Social’s 3-week new hire training & onboarding program remotely through pre-recorded webinars. You’ll gain a broader understanding of our products and how your role fits into the organization.
• Pass your Sprout certification
• Pass your mock call certifications with your mentor and your manager
• Shadow Customer Success Manager and Onboarding Customer Success Managers’ calls to learn success strategies and positioning

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

• Complete the new hire mentor program, showing successful command of the Sprout product and how to drive customers towards success with the tools
• Work up to full funnel of about 40 customers
• Have a marked impact on product adoption levels for customers that you engage with

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

• Meet agreed-upon goals and targets relating to activity levels, product adoption
• Begin to expand customer type in terms of size, industry, location etc. 

Within 12 months, you’ll make this role your own by:

• Continue to meet and exceed goals and targets relating to daily activity and product adoption, in addition to positively influencing customer retention
• Obtain (solicited and unsolicited) peer and customer feedback

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, we will accommodate you as best as possible.

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