Agency Customer Success Manager

Posted on Feb 09

The Department

Sprout Social is looking for an ambitious, experienced and tech savvy Customer Success Manager to own the business relationship for a large portfolio of Sprout’s Agency customers. You are passionate about customer success; excited about high volume, high velocity interactions with customers; and committed to quickly getting customers the right answers and resources. You are driven to maintain a high satisfaction rate through all interactions. You pride yourself on being organized and detail oriented.

Sprout Social is used by over 20,000 brands worldwide including Adobe, Pepsi, Google, Hyatt, and Evernote. These businesses rely on Sprout to create stronger relationships with their customers through social media.

Your Role

*Work with all segments of agency customers to facilitate product engagement and help with understanding new functionality
*Maintain product expertise across our platform to serve as the ultimate expert
*Direct customers to Sprout customer resources such as product guides, webinars, and customer support to make them successful
*Respond to high-impact customer issues in a fashion that inspires continued customer loyalty
*Actively handle inbound billing requests and account related questions
*Provide an amazing, personalized experience to each and every customer

Requirements

*2-3 years of Agency client relationship experience preferably in the technology industry
*Bachelor’s degree in business, marketing, related field OR equivalent experience
*Enthusiastic about technology with demonstrated technical aptitude
*In-depth knowledge of social media tools
*Empathy and a unique ability to understand customer needs
*Demonstrated understanding and application of effective selling strategies and techniques
*Passionate about providing an exemplary customer experience
*Ability to deal with change and be a team player
*Excellent communication, interpersonal and writing skills
*An ability to multitask without getting frazzled
*Fluency in Spanish would be a plus (written and oral)

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