Senior Customer Success Operations Analyst

Sprout Social is looking to hire a Senior Customer Operations Analyst for the Sales & Success team.

Why join Sprout's Revenue Operations 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 General Mills, Make-a-wish Foundation, Honda and Edelman. And the real kicker? You get to design your own career and follow the path that's bet for you. Wherever you want to go, we're committed to helping you get there.

Joining the Customer Operations team is an exciting opportunity to make a tangible impact on the customer experience at Sprout. Our team drives operational effectiveness and strategic insights across Sprout's Customer Experience team, including Customer Success and Renewals, ensuring we are equipped to achieve our retention and growth targets. You'll collaborate with dedicated teammates and directly contribute to the success of our customers and our business.

What you'll do

• Collaborate with Success leaders to identify challenges and create processes and data assets that promote efficiency and growth.
• Maintain and evolve the suite of analytical assets our customer teams can rely on every day.
• Collaborate with cross-functional partners in Enablement, Data Science, Marketing, Finance, and IT to advance projects and initiatives that move our business forward.
• Play a critical role in setting Customer Success and Renewal Management KPIs and measuring performance against those goals.

What you'll bring

Sprout Social is looking for an experienced, strategic, and collaborative Senior Customer Operations Analyst with strong business acumen, analytical rigor, and technical expertise to elevate the impact of the Customer Operations team.

The minimum qualifications for this role include:

• 3-5 years in Customer Success Operations or a related field within SaaS.
• Proficiency with Salesforce, Excel (pivot tables, VLOOKUPs), and data visualization tools.
• Strong analytical skills and the ability to synthesize complex data into meaningful insights.

Preferred qualifications for this role include:

• Familiarity with SQL and data querying.
• A proactive approach to identifying and resolving challenges.
• Experience working cross-functionally with diverse teams and stakeholders.
• Strong verbal and written communication skills, capable of presenting to leadership and driving alignment.
• Knowledge of customer success best practices and a commitment to delivering exceptional service.

How you'll grow

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

• Complete Sprout Social's new hire training & 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
• Work closely with the Director of Customer Operations to define key success metrics for your role and establish how you will measure progress against them.
• Start gaining a deep understanding of our business, platform, applications, and key company metrics.
• Familiarize yourself with the current team structure, goals, and assess the team's strengths and areas for improvement.

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

• Collaborating with CX and Operations leadership to identify areas of greatest opportunity for improving efficiency within our CX teams & motions through systems and processes.
• Creating a strategic plan to meet the expectations of this role and deliver on the key objectives of this function.
• Diving into existing strategic analyses and driving optimization of workflows while proactively identifying new opportunities to improve team performance and customer impact.

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

• Taking ownership of existing operational processes and analytics, with a focus on enhancing their efficiency and value to stakeholders.
• Supporting improvements to our renewal forecasting process by analyzing data quality, identifying gaps, and assisting in ongoing efforts to enhance forecast accuracy and visibility.
• Acting as a trusted advisor and analytical leader within the team.

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

• Bring your unique ideas and talents to the table-surprise us by making positive changes that we haven't even thought of yet.
• Drive new analyses that inform strategic decisions within the Customer Experience organization.
• Working cross-functionally to support broader company efforts to improve retention.

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

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.

Individual base pay is based on various factors, including work location, relevant experience and skills, the responsibility of the role, and job duties/requirements. In the United States, we have two geographic pay zones. For this role, our current base pay ranges for new hires are:

• Zone 1 (New York, California, Washington): $98,296 (min), $122,900 (mid), $ 147,444 USD annually
• Zone 2 (All other US states): $89,400 (min), $111,700 (mid), $134,000 (max) USD annually

The listed ranges represent the full 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.

Base pay 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 need a reasonable accommodation for any part of the employment process, please contact us by email at accommodations@sproutsocial.com and let us know the nature of your request and your contact information. We'll do all we can to ensure you're set up for success during our interview process while upholding your privacy, including requests for accommodation. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.

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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