Sprout Social is seeking an analytical, detail oriented, and results driven Operations Associate to join our Customer Success Business Operations team. S prout 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.
The Business Operations Associate will contribute to our world-class Customer Success Team by utilizing data and metrics to support our routine operations and by analyzing information to provide actionable insights that will help us prioritize, track, and evaluate the impact of our strategic business initiatives and projects.
As a Business Operations Associate you will work closely with our Customer Success Leadership Team and cross-functional stakeholders to track key metrics and provide insights into initiatives related to team activity, enablement impact, and business outcomes, Through available data sources this individual will also analyze customer insights such as product adoption, account performance, customer lifecycle, and attribution/impact across our Customer Success book of business. You will act as a subject matter expert when it comes to our various reporting dashboards and CS tools, and will help us drive towards a standardized reporting approach in Success.
Our ideal candidate will have experience in a customer facing analyst or operations role, having familiarity with Customer Success performance metrics related to retention and product adoption. You are highly motivated, possess the ability to work independently, while keeping key stakeholders and business partners informed, and are willing to work in a fast-paced, dynamic and growing environment. If you are passionate about problem solving and actively seek out ways to drive continuous improvement across our team, we'd love to hear from you!
Qualifications
These are the minimum qualifications that our hiring team is looking for in this role:

• 3+ years of experience in an analytics or operations role with a focus on Customer Success
• Experience and understanding related to the drivers of customer health
• Proven analytical skills with an ability to use data to provide actionable business insights, strategic recommendations, and root cause analyses related to retention, growth, and customer journey milestones
• Experience with reporting and CRM tools such as Excel, Salesforce, and Tableau

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

• Experience analyzing Customer Success related data within the SaaS/Software industry
• Experience with tools such as Gong and Outreach
• Experience with SQL
• Proven Ability to drive project deliverables and outcomes based on insights uncovered

Within 1 month, you will:

• Experience Sprout's in-depth onboarding, covering everything from our company mission and values, hearing directly from executives and founders, to deep training on our products and the value that Sprout delivers to our customers.
• Make a plan with your manager to set initial priorities, align on expectations for your role, plant goalposts for your career, and learn about Sprout's approach to customer success.
• Get to know stakeholders and start to build relationships throughout our Customer Success team as well as cross-functional teams such as Sales Operations and Data Science.
• Become familiar with our Success team structure, including our reporting infrastructure, key performance measures, tech stack, and success processes.
• Start to understand key milestones and leading indicators related to Customer Journey.

Within 3 months, you will:

• Act as liaison between Customer Success and internal business partners such as Data Science and Sales Operations for needs related to data improvement and enhancements.
• Develop an understanding of the objectives and challenges within our success teams and across different customer segments/profiles.
• Learn the current state of our performance metrics, processes, reporting, and documentation.
• Create strong relationships with the leaders and managers in Customer Success, as well as cross-functional partners.
• Begin performing analysis into customer-related metrics tied to our priority business initiatives.
• Take ownership of routine monthly and quarterly reporting and analysis related to our day to day operations.
• Own projects related to Customer Journey and other strategic business priorities, helping our team to better understand and utilize data related to customer health, risk, adoption, expansion, and retention.
• Drive monthly reporting, helping to standardize reports across our Success Team.

Within 6 months, you will:

• Manage dashboards for tracking department KPIs related to activity metrics to assist in evaluating impact and efficiency.
• Standardize our utilization and adoption of reports and dashboards across Customer Success by helping to define our key metrics and reporting framework.
• Complete data analysis with existing data sets provided to gather insights required to make key business decisions.
• Have your first performance conversation with your manager, where you'll discuss your accomplishments in your role and work together to build goals for your professional growth.

Within 12 months, you will:

• Provide valuable insights into the expected impact of our strategic business initiatives and priorities to help ensure that we are driving towards our business goals.
• Become an expert on our leading indicators / drivers of NDR to uncover trends and help us identify areas to focus on.
• Serve as subject matter expert for Customer Success teams as it relates to CS Tools and Infrastructure (Salesforce, Outreach, Gong, etc.).
• Surprise us! Use your unique ideas and abilities to change your team in beneficial ways that we haven't even considered yet.

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 .
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Additionally, Sprout Social participates in the E-Verify program in certain locations, as required by law.
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