DIRECTLY REPORTS TO:
Head of Customer Success Management
MAIN AREA OF RESPONSIBILITY:
As an Enterprise Customer Success Manager, your responsibility is to ensure our largest and most strategic clients realize the full value of their investment with Sprout. Your primary role is to ensure clients success by managing program initiatives around product adoption/maximization and operational excellence. Alongside this, establish executive relationships with all of the account's
stakeholders.
TASKS:
Account Plan Execution
- Should gain deep understanding of the client's strategic priorities, goals and key business objectives of each department level
- Proactively identify performance gaps and other risks of churn
- Increase account value through upsells and network expansion
Strong engagement with internal and external stakeholders
- Manage cross-functional relationships with different client and Sprout stakeholders to execute account projects
Leverage Technology And Industry Experience
- Must have excellent product knowledge to be able to recommend best practices on system usage/configuration to complement client's business processes
- Must study industry specific to clients to be able to understand trends and best practices to achieve process excellence
QUALIFICATIONS | COMPETENCIES:
- 3-5 years with account management/customer success experience in handling enterprise accounts
- Has experience in the tech industry
- 30% remote work (face to face client meetings included)
- Preferably has experience working in SaaS companies
- Preferably has some experience in HR & Payroll.
