[Hiring] Customer Adoption Consultant @Sprout General Referrals

Role Description

Sprout Social is looking to hire an Adoption Consultant for the Customer Support team. The Adoption Consultant plays a critical role in driving customer satisfaction, retention, and growth within our rapidly expanding customer base. You will be responsible for maintaining strong customer relationships, ensuring successful platform adoption, and driving customer value across a high volume of accounts. This role requires a strong focus on efficiency, operational rigor, process improvement, and leveraging technology to scale customer success outcomes.

What you’ll do

• 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.

Qualifications

• 2+ years of customer success experience
• Strong problem-solving and team collaboration skills
• Agility and flexibility in a rapidly changing environment

Preferred qualifications

• 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

How you’ll grow

• Within 1 month:
  • 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.
• Within 3 months:
  • 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.
• Within 6 months:
  • 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.
• Within 12 months:
  • 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.

Benefits

• Comprehensive Health & Wellness: Premium BCBSIL medical, dental (high/low plans), and vision (Eyemed) insurance for you and your eligible dependents.
• Premium Mental Health Support: Full, free access to Modern Health for you and your dependents, including coaching, therapy sessions, and digital wellness resources.
• Retirement Savings: 401(k) plan with a 50% company match on your first 6% of contributions (a 3% total match).
• Financial Security: 100% employer-paid Life and Disability insurance for your peace of mind.
• Flexible Paid Time Off: A flexible PTO policy, supplemented with additional company-wide Rest & Recharge days throughout the year.
• Paid Parental Leave: Up to 16 weeks of paid leave for new parents to support you in expanding your family.
• Annual Lifestyle Stipend: A $1,000 USD annual Lifestyle Spending Account to spend on your physical, mental, and financial well-being.
• Work From Home Support: A one-time $550 USD stipend to set up your home office, plus a monthly $50 USD stipend for internet.
• Giving Back: 16 hours of paid volunteer time annually, plus a $100 annual match for your charitable donations.
• Additional Financial Perks: Access to pre-tax commuter benefits, subsidized child/eldercare (Care.com), discounted pet insurance (Figo), and no-cost personalized financial wellness support through Your Money Line.