SME Customer Success Manager Hybrid

DIRECTLY REPORTS TO:

SME - Segment Manager / Lead CSM

MAIN AREA OF RESPONSIBILITY:

As an SME Customer Success Manager (CSM) you are responsible for ensuring that SME accounts remain successful by realizing the full value of their investment with Sprout. Achieving operational excellence for our clients through our products and services is the ultimate goal of a CSM in order to ensure renewals and potential account growth.

TASKS:

Renewals, Opportunities and Growth

• Gain a deep understanding of the client's business and the success goals of the different levels of stakeholders through monthly health checks, business reviews and onsite courtesy visits in order to drive more value and secure renewals. With this, we may uncover opportunities in expanding their current subscription by availing of other products relevant to their needs or bringing in other affiliates.
  
  

• Ensure that Sprout becomes an instrumental tool in client’s operations. As a CSM, you have to make certain that clients are maximizing the system and offerings they have availed.
• Additionally, The CSM is expected to learn and improve their knowledge and understanding with both the Sprout system and the HR / Payroll industry in order to support clients. Acting as their consultant, recommending different solutions and alternatives when and if applicable.
  
  

• You serve as the main contact for the day to day account activities externally and internally. Therefore, clarity and great communication (oral and verbal) is expected from this role. You are the voice of the customer inside Sprout and therefore are expected to exhaust all resources in Sprout such as collaborating across different departments to ensure that client’s needs are met.
  
  

• At least 2 years experience in account management, preferably in the software industry
• Has a track record of being a high achiever and a results driven professional
• Strong empathy for customers and passion for revenue and growth
• Has analytical, collaborative, solutions, and process oriented mindset
• Ability to command a group of individuals in a room quickly and be assertive in a public environment
• Strong verbal and written communication skills including the ability to work and effectively collaborate with all levels of the organization (growth, marketing, professional services).
• Ability to work in an entrepreneurial environment in a team and individually.