Customer Success Representative

Sprout is seeking someone who is obsessed with delighting customers and growing relationships. You will own the entire experience for some of our enterprise customers. In doing so, you will identify and close additional opportunities within the programs and projects that you manage.

Responsibilities include:

80% CUSTOMER RELATIONSHIP MANAGEMENT
• 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
• Enter, administer, and track customer jobs from end-to-end
• Interface with logistics to remove pickup blockers and ensure on-time job execution
• 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

20% CUSTOMER ESCALATION MANAGEMENT
• 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

The ideal candidate will:
• Have at least 2-3 years’ experience in customer service and support
• Have 5+ years’ 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
• Be unable to sleep at night with pending/stuck action items or emails left unanswered