DIRECTLY REPORTS TO:
SME - Segment Manager / Lead CSM
MAIN AREA OF RESPONSIBILITY:
As an SME Customer Success Manager (CSM) you are responsible for ensuring that SME accounts remain successful by realizing the full value of their investment with Sprout. Achieving operational excellence for our clients through our products and services is the ultimate goal of a CSM in order to ensure renewals and potential account growth.
TASKS:
- Renewals, Opportunities and Growth
- Gain a deep understanding of the client's business and the success goals of the different levels of stakeholders through monthly health checks, business reviews and onsite courtesy visits in order to drive more value and secure renewals. With this, we may uncover opportunities in expanding their current subscription by availing of other products relevant to their needs or bringing in other affiliates.
- System and Services Maximization
- Ensure that Sprout becomes an instrumental tool in client’s operations. As a CSM, you have to make certain that clients are maximizing the system and offerings they have availed.
- Additionally, The CSM is expected to learn and improve their knowledge and understanding with both the Sprout system and the HR / Payroll industry in order to support clients. Acting as their consultant, recommending different solutions and alternatives when and if applicable.
- Communication and Collaboration
- You serve as the main contact for the day to day account activities externally and internally. Therefore, clarity and great communication (oral and verbal) is expected from this role. You are the voice of the customer inside Sprout and therefore are expected to exhaust all resources in Sprout such as collaborating across different departments to ensure that client’s needs are met.
QUALIFICATIONS | COMPETENCIES:
- At least 2 years experience in account management, preferably in the software industry
- Has a track record of being a high achiever and a results driven professional
- Strong empathy for customers and passion for revenue and growth
- Has analytical, collaborative, solutions, and process oriented mindset
- Ability to command a group of individuals in a room quickly and be assertive in a public environment
- Strong verbal and written communication skills including the ability to work and effectively collaborate with all levels of the organization (growth, marketing, professional services).
- Ability to work in an entrepreneurial environment in a team and individually.
Top Skills
What We Do
Sprout is a rapidly growing SaaS company aimed to create paradigm-changing solutions for the Philippines. Our goal is to help small, medium-sized, and large enterprise Philippine businesses grow through our suite of backend solutions that address end-to-end HR challenges - especially with the new normal of hybrid work we are all experiencing. With over 1,000 clients across a number of industries, and with a leadership position in the BPO market, Sprout is uniquely qualified due to our laser focus and keen understanding of the intricate nuances of Philippine HR. The Sprout Ecosystem, a comprehensive and effective cloud-based People Platform, is a powerful and completely secure solution that not only allows companies to manage all their HR in one place, with one employee user interface and open API to leverage other enterprise data but also gives invaluable analytics that aid in better enterprise-wide decision-making. Our team is all about individuals who genuinely want to make things better for Filipinos, and actually have the courage to do something about it. We believe that local talent, combined with diverse international talent, united by a common passion and core values, are not just able to build world-class products, but are also able to ignite digital transformational change that will revolutionize a whole economy.
