Senior Onboarding Consultant

Sprout Social is looking to hire a Senior Onboarding Consultant on the Professional Services team, to be based in North America.

Why join Sprout’s Sales & Success team?

Joining the Professional Services team is an opportunity to accelerate your career. We’re a winning team selling and supporting the leading social media management platform for businesses. 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

• Manage customers’ tailored and value-driven onboarding experience that ensures customers are set up for success in achieving their business goals
• Proactively support and assist customers throughout their onboarding process, leveraging multiple communication methods like video calls and email, with an unwavering commitment to delivering an excellent customer experience
• Manage ongoing onboarding projects with deliverables that are shared with multiple stakeholders
• Consistently meet and exceed quantitative goals and exemplify qualitative behaviors that support team members and customers

What you’ll bring

Sprout Social is looking for a highly driven, enthusiastic and tech-savvy Senior Onboarding Consultant  to onboard and train new and existing customers. You will be the first point of contact with our new customers and pride yourself on being organized, detail-oriented, and empathetic while providing a stellar customer experience.

The minimum qualifications for this role include:

• 3+ years of experience in an onboarding/account management/client relationship role in the technology industry
• Experience delivering customized and engaging product education sessions via web conference software with a focus on adoption of the tool, helping customers to solve problems that aren’t always straightforward (or the equivalent professional experience in adult education)
• In-depth knowledge of social media platforms and a general understanding of the social media industry
• Project management experience

Preferred qualifications for this role include:

• Able to identify and align a customer’s goals and objectives with Sprout’s value, capabilities, and solution
• Understanding sophisticated use cases for social media strategy, such as influencer marketing and customer care
• Superior organizational skills
• Excellent and confident communication skills, both written and verbal
• Experience mentoring/training new team members

How you’ll grow

Within 1 month, you’ll plant your roots, including:

• 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’ll start hitting your stride by:

• 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’ll be making a clear impact through:

• 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’ll make this role your own by:

• 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.

Our Benefits Program

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, employee-led diversity, equity and inclusion initiatives and mentorship programs for asp
• iring leaders
• Growing corporate social responsibility program that is driven by the involvement and passion of our team members

Whenever possible, Sprout wants to provide our team with the flexibility to work in the location that makes the most sense for them. Sprout maintains a remote workforce in many places in the United States. However, we are not set up in all states, so please look at the drop-down box in our application to see whether your state is listed. Few roles require an office setting. If your position requires a physical presence in a Sprout office, it will be evident in the job listing and your offer letter.

In the United States, we have two geographic pay zones. This role’s On Target Earnings (“OTE”) for new hires in each zone are:

• Zone 1 (New York, California, Washington): $108,680 (min), $135,900 (mid), $149,490 (max) USD annually
• Zone 2 (All other US states): $98,800 (min), $123,500(mid), $135,850(max) USD annually