Manager, Professional Services

Description

Sprout Social is looking to hire a Manager, Professional Services to oversee a team of Strategic Service consultants who provide guidance, training, set-up and strategy on social media and Sprout solutions for enterprise-level customers.

Why join Sprout’s Sales & Success team?

Joining the Sales and Success 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

• Drive delivery excellence within an assigned team of strategic consultants with a focus on standardizing value-focused deliverables
• Partner with other leaders on the education strategy for strategic consultants to ensure the staff maintains a high level of acumen in our software, clients and social media strategy
• Partner with team and Service leaders to establish, implement and maintain the overarching consulting rituals that elevate conversations with our customers, defend revenue and drive predictable consulting outcomes
• Work with other Services leaders to manage team bandwidth and project assignment 
• Provide ongoing feedback on performance to direct reports to ensure success in their role and support their career progression 
• Proactively engage business leaders and other subject matter experts within the company on key issues and provide guidance that helps manage risks and opportunities
• Partner with other leaders to ensure predictable client journeys that change as our company evolves.
• Be the face of the Professional Services team in the sale cycle and play the role of executive sponsor for recurring customers

What you’ll bring

Sprout Social is looking for an experienced leader of Professional Services who understands the fundamentals of all facets of social media strategy and has experience leading teams and consulting with enterprise-level customers on social media trends and best practices. The ideal candidate enjoys working with customers and collaborating with their team and other leaders to achieve objectives. They understand the value a Services organization can bring to a company and look for ways to leverage that value for our customers and Sprout. They are an analytical thinker with an eye for improvement and a passion for coaching and leveling up a team. 

These are the minimum qualifications that our Professional Services team is looking for in this role:

• 5+ years of senior-level social media experience that demonstrates a comprehensive knowledge of social media networks, influencer campaign management, customer stakeholders, the social media landscape and how to elevate strategy within the social media ecosystem 
• 3+ years of experience in a people management role with a demonstrated passion for coaching and mentoring employees
• Experience in a executive level customer-facing consulting/manager role 
• Project management or program management experience with a proven ability to create and sustain unique value add programs/tactics that align to customer outcomes
• Experience leading the development of education that enhances the team and creates a bench of new talent

Preferred qualifications for this role include:

• Excellent communication and presentation skills with the ability to present to a variety of external audiences and levels
• Understanding of Professional Services operations including processes and KPIs such as CSAT, utilization, project health, and gross retention.
• Understanding of all components of a software sales process and customer lifecycle

How you’ll grow

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

• Completing Sprout Social’s new hire training and onboarding program alongside other new Sprout team members. You’ll gain a broader understanding of our products and how your role fits into the organization.
• Partnering with Professional Services Leadership to define key success metrics for your role and how you will measure against them
• Meeting your team and understanding each individual’s current areas of opportunity
• Understanding the structure of the Services org and current goals

Within 3 months, you’ll start hitting your stride by:

• Coaching and mentoring your team with call shadowing and role plays
• Identifying process improvements and areas of opportunity across your team and org 
• Participating in sales deals and assisting with the pitching, scoping, closing, and negotiation

Within 6 months, you’ll be making a clear impact through:

• Partnering with Service leaders to set a strategy that aligns with department goals and needs
• Building strong cross-functional relationships with other teams
• Meeting agreed-upon team performance goals and targets, including those relating to CSAT and team productivity

Within 12 months, you’ll make this role your own by:

• Consistently meeting or exceeding goals set for team and role
• Being recognized as a subject matter expert and leader in your area
• Developing a method for creating an internal bench of talent within Sprout 
• Surprise us! Provide new ideas and insights that will help the Professional Services team continue to grow and scale

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 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

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 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. 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): (Min) $128,480 (Mid) $160,600, (Max) $176,600 USD annually
• Zone 2 (All other US states): (Min) $116,800, (Mid) $146,500, (Max) $160,600 USD annually

OTE is governed by an incentive plan. It is the sum of a fixed base salary plus incentives at target performance. Incentive compensation will vary based on performance. 

The listed ranges represent the expected earning potential in this position. Starting salaries for well-qualified new hires are typically around the midpoint of the range. These ranges were determined by a market-based compensation approach; we used data from trusted third-party compensation sources to set equitable, consistent, and competitive ranges. We also evaluate compensation bi-annually, identify any changes in the market and make adjustments to our ranges and existing employee compensation as needed.

OTE is only one element of an employee's total compensation at Sprout. Every Sprout team member has an opportunity to receive restricted stock units (RSUs) under Sprout’s equity plan. Employees (and their dependents) are covered by medical, dental, vision, basic life, accidental death, and dismemberment insurance, and Modern Health (a wellness benefit).  Employees are able to enroll in Sprout’s company’s 401k plan, in which Sprout will match 50% of your contributions up to 6% with a maximum contribution. Sprout offers “Flexible Paid Time Off” and ten paid holidays. We have outlined the various components to an employee’s full compensation package here to help you to understand our total rewards package.

Sprout Social is proud to be an Equal Opportunity 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. Because Sprout Social is a federal contractor, we affirmatively recruit individuals with a disability and protected veterans. Learn more about our commitment to diversity, equity and inclusion in our latest DEI Report.

If you require a reasonable accommodation for any part of the interview process or to submit your application, please email us at accommodations@sproutsocial.com. Include the nature of your request and your preferred contact information. We'll do everything we can to support your success during our recruitment process while upholding your privacy. Please note that only inquiries regarding accommodations will receive a response from this email address; other inquiries will not be addressed (e.g., you send your resume but are not requesting an accommodation).

For more information about our commitment to equal employment opportunity, please click here (1) Equal Opportunity Employment Poster and (2) Sprout Social's Affirmative Action 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. Your personal data will be shared with Greenhouse Software, Inc., and Crosschq, Inc., cloud services providers located in the United States of America and engaged by Sprout Social to help manage its recruitment and hiring process on Controller’s behalf. Accordingly, if you are located outside of the United States, by clicking “Submit Application” on this site, you consent to the transfer of your personal data to the United States. 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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