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 Kroger, Reebok, Salesforce, and Canva. 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 an 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, employee-led diversity, equity and inclusion initiatives and mentorship programs for aspiring leaders
• Growing corporate social responsibility program that is driven by the involvement and passion of our team members

This role’s minimum On Target Earnings (“OTE”) is $120,200 (min), $150,300 (mid), $165,330 (max) CAD 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 minimum amount earned is the fixed base salary. 

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. We have outlined the various components to an employee’s full compensation package here to help you to understand our total rewards package.

Candidates for this remote work opportunity must be based in either British Columbia or Ontario. If you are based in another location within Canada, we aren’t able to hire in your location at this time; however, if you’d like to stay in touch with us in case that changes in the future, please apply and we’ll save your application for possible future consideration.

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