at Sprout Social, Inc. in Chicago, Illinois, United States
Job Description
Description
Sprout Social is looking for a highly motivated, strategic and inspiring Director, Customer Success Operations to lead a team whose mission is to drive scale and leverage for the Customer Success Organization.
Why join the Strategy & Operations team?
Sprout Social is a leader in the rapidly growing social media management space. In Revenue Operations, we shape the Company's GTM strategy and translate it into an operational plan. We are building a world-class team that will be instrumental in helping the Company expand from ~$350M to $1B and beyond. The RevOps team plays a critical role in designing, measuring, and optimizing our GTM efforts across Sales, Customer Success, Sales Development, Partnerships, Sales Engineering, and Professional Services. Not only do you get to work alongside some of the sharpest minds in the industry, you also get to work with some of the biggest brands in the world including DoorDash, General Mills, Trello, Make-a-wish Foundation, Edelman, and Blue Cross Blue Shield. And the real kicker? You get to design your own career and follow the path that's best for you. Wherever you want to go, we're committed to helping you get there.
What you'll do
Act as a thought partner and strategic advisor to the VP, Customer Success
Evolve the Customer Success coverage model, from role assessments to resource allocation to book design, with a view toward continuous improvement via tracking and measurement of outcomes
Build and transform Sprout's CS reporting infrastructure, leveraging both shared and internal resources, including both core reporting and the development of robust and reliable customer value and health metrics
Manage and develop a high performing team of customer success operations professionals who become CS data & analytics subject matter experts and operate in an embedded model to support day to day execution alongside CS leadership
Support any CS specific deployments of tools & technology to help scale CS productivity
Build trusted relationships across the organization with an ability to influence and deliver consistent results; act as the voice of Customer Success on major cross functional initiatives
What you'll bring
Sprout Social is looking for a strategic, analytical and hands-on ops leader with a proven track record of driving successful change in a fast-paced environment. This individual will partner with the Customer Success team to identify, prioritize, deliver, and measure initiatives across the organization that are designed to increase efficiency. If you have a passion for building a best-in-class Customer Success organization via systems, data and processes, we'd love to talk to you!
The minimum qualifications for this role include:
Minimum of 5+ years managing teams; 10+ years of experience overall with prior experience in SaaS is required
Track record of driving major change initiatives in a previous role
Deep familiarity with Salesforce CRM; fluency in Excel and Tableau
Outstanding ability to act as a thought partner and strategic advisor to senior level stakeholders
Preferred qualifications for this role include:
Strong preference for Customer Success operations specific experience
Familiarity with Gainsight, Hook or other CS tool a plus
Strong communication and presentation abilities, both written and verbal
How you'll grow
Within 1 month, you'll plant your roots, including:
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
Partner with the VP, Sales... For full info follow application link.
Sprout Social is proud to be an Equal Opportunity Employer and an Affirmative Action Employer.  We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, marital status, order of protection status, citizenship status, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. If you need a reasonable accommodation for any part of the employment process, please contact us by email at accommodations@sproutsocial.com and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. 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.
