Client Success Manager

Sprout

20h

About The Position

Sprout is a global IT hardware retirement provider for hyperscaler and enterprise clients. We leverage a nationwide footprint (and international partner network) combined with proprietary software to enable efficient end-to-end IT asset disposition with a focus on data-bearing devices from the client to the cloud. The company is headquartered in Charlotte, NC with additional operations near Sacramento, Dallas, and Boston. Sprout provides software and services to clients in the form of our IT Asset Disposition, Certified Destruction, and Responsible Recycling solutions. Since our founding as an electronic waste startup from a Duke University dorm room in 2014, we have been expanding at an average rate of >66% each year. By adhering to our 3 values (One Sprout, Deliver Excellence, and Integrity Matters), we are proud of our culture to move at #SproutSpeed to become the emerging leader in our industry. For more information, please visit: www.sproutup.com.

Requirements

Have at least 2-3 years' experience in customer service and support (required)
Have experience in ITAD, TPM, or related IT service industries
Have experience and comfort using Salesforce
Be an excellent communicator in any medium, specifically in this order: over phone, via email, and in person
Demonstrate strong organizational capability, with the ability to independently manage multiple complex accounts simultaneously without losing attention to detail
Be unable to sleep at night with pending/stuck action items or emails left unanswered

Responsibilities

Lead the new customer onboarding process, including SOW creation and programming, setup of accounts/users in Salesforce and IT system, user system training, and the scheduling of recurring program calls
Build and maintain trusted relationships with customers, serving as a strategic partner and primary point of contact throughout the customer lifecycle
Enter, administer, and track customer jobs from end-to-end
Interface with logistics to remove pickup blockers and ensure on-time job execution
Coordinate cross-functionally with operations on inbound asset management, including tracking inventory discrepancies and resolving holds to ensure accurate and timely processing
Monitor customer SLAs, escalating internally if you perceive risks to missing a deliverable
Proactively stay on top of customer costs and credits, escalating externally if you perceive risks to collecting payments
Identify upsell and cross-sell opportunities based on customer usage patterns and evolving needs, surfacing signals to the Business Development team to support account growth
Advocate for the customer and collaborate with internal operations or 3PO vendors to root-cause and close service gaps as they arise
Communicate with customers and iterate until they are satisfied with the resolution