Sprout Social is looking for a highly driven, enthusiastic and tech-savvy Bilingual Customer Success Manager, Onboarding to onboard and train new customers. As an Onboarding Customer Success Manager (CSM), 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.
As one of the first points of contact with our new customers, your main goal is to make sure they are set up for success. You are passionate about customer success and always put the customer first. You can handle a high volume of communication, prioritize multiple methods of communication at the same time, and never sacrifice the customer experience. You pride yourselves on being organized, detail-oriented, and empathetic. You also consistently exceed your quantitative goals and exemplify qualitative behaviors that support team members and customers.
Sprout Social is used by over 30,000 brands worldwide including DoorDash, General Mills, Trello, Make-a-wish Foundation, Edelman, and Blue Cross Blue Shield. These businesses rely on Sprout to create stronger relationships with their customers through social media.
Qualifications
These are the minimum qualifications that our hiring team is looking for in this role:

• Professional Spanish and English fluency in verbal and written communication
• Proven client relationship experience in the technology industry
• Experience delivering product training sessions via phone and web conference software

Additionally, these are the preferred qualifications that would indicate a particularly strong candidate:

• Able to 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
• Excellent communication skills, both written and verbal
• In-depth knowledge of social media tools
• Salesforce.com or other CRM experience is a plus

Within 1 month, you will...

• 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 will...

• 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 50 customers
• Have a marked impact on product adoption levels for customers that you engage with

Within 6 months, you will...

• 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 will...

• 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.
About Sprout Social Sprout Social powers open communication between individuals, brands and communities through elegant, sophisticated software. We are relentless about solving hard problems for our customers and committed to both customer and team success. Our team's shared belief in Sprout's mission promotes a culture of openness, empowerment and fun.
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 and employee-led diversity, equity and inclusion initiatives.
• 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 Chicago's Loop and downtown Seattle, for those who prefer an office setting

Whenever possible, Sprout wants to provide our team with the flexibility to work in the location that makes the most sense for them. For those that prefer an office setting, this role may be based in our Chicago or Seattle locations. If you prefer to work from your home, we can accommodate that for many locations across the United States. We are not set up in all states, however, so please take a look at the drop down box in our application to see whether your state is listed.
Sprout Social is proud to be an Equal Opportunity Employer and an Affirmative Action Employer. We do not discriminate based on identity - race, color, religion, national origin or ancestry, sex (including sexual identity), age, physical or mental disability, pregnancy, veteran or military status, unfavorable discharge from military service, genetic information, sexual orientation, marital status, order of protection status, citizenship status, arrest record or expunged or sealed convictions, or any other legally recognized protected basis under federal, state, or local law. Learn more about our commitment to diversity, equity and inclusion in our 2021 DEI Report .
If you need a reasonable accommodation for any part of the employment process, please contact us by email at [email protected] and let us know the nature of your request and your contact information. We'll do all we can to ensure you're set up for success during our interview process while upholding your privacy, including requests for accommodation. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.
For more information about our commitment to equal employment opportunity, please click here (1) Equal Opportunity Employment Poster (2) Sprout Social's Affirmative Action Statement (3) Pay Transparency Statement .
When you apply for employment with Sprout Social, we will process your job applicant data, including your employment and education history, transcript, writing samples, and references as necessary to consider your job application for open positions. For more information about our privacy practices please visit our Privacy Policy. California residents have additional rights and should review the Additional Disclosures for California Residents section in our Privacy Policy.
Additionally, Sprout Social participates in the E-Verify program in certain locations, as required by law.
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