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Sprout Social is looking to hire a Technical Services Consultant to the Professional Services team.
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 GIGABYTE, Nando’s Malaysia, WeGo, and Zalora. 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
- Lead technical services projects including guiding customers through Sprout Social’s Salesforce Service and Marketing Cloud integration product installation
- Lead requirements gathering on customer Service Cloud care workflows and work with customers to identify solutions within the Sprout and Salesforce applications to optimize and maintain care operations. Suggested solutions will be documented and translated into project deliverables and milestones
- Guide clients through the implementation of base product, including end user training
- Collaborate with your peers and Sprout Product Managers to propose and create solutions with customers
- Participate in customer sales calls to explain integration projects and scope complexity
- Participate in the training and support of Salesforce Integration partners
- Mentor and train Sprout staff on Salesforce technology, and become a go-to person for the entire Sprout product suite (base product + integrations)
What you’ll bring
Professional Services at Sprout is entering an exciting time as we look to expand and grow our services to support our customers navigating the ever-changing landscape of social media. The consultant will be joining a team composed of creative and analytical thinkers committed to helping our customers achieve their strategic goals through our software. A successful candidate possesses the skills to help customers define, scope, troubleshoot, and optimize the integration between Salesforce and the Sprout solution. If you enjoy helping customers succeed and have a unique mix of technical and business expertise, we’d love to speak with you!
The minimum qualifications for this role include:
- 3+ years of relevant experience
- 3+ years of practical experience and comprehensive knowledge of Service Cloud and Marketing Cloud
- 2+ years experience in a customer-facing consulting role
- Experience working on and managing enterprise level projects
Additionally, these are the preferred qualifications that would indicate a particularly strong candidate:
- A Salesforce Certified Service Cloud and Marketing Consultant
- Knowledge of Flow Builder, Apex, Visualforce, Lightning Components, Sfdx, Omni-Channel
- Experience working with product management and agile DevOps teams
How you’ll grow
Within 1 month, you’ll plant your roots, including:
- Experiencing Sprout’s in-depth onboarding, covering everything from our company mission and values, hearing directly from executives and founders, to deep training on our products and the value that Sprout delivers to our customers
- Making a plan with your manager to set initial priorities, align on expectations for your role, plant goalposts for your career, and learn about Sprout’s approach to helping customers see social differently
- Meeting with your Professional Services peer mentor and gathering learnings to implement into your role.
- Getting to know and begin building working relationships with stakeholders throughout our Sales, Customer Success, Product, and Marketing teams.
- Shadowing Strategic Services Consultants on calls to learn relevant customer stories and case studies from the field.
Within 3 months, you’ll start hitting your stride by:
- Building connections with members from other teams through active networking and community building.
Fully understanding our Services offerings, from delivery to project management to reporting. - Developing a clear understanding of the entire Sprout platform, its features and use cases, and be able to explain them to customers.
- Leading services projects (with peer mentor support) and clearly communicating results and deliverables to customers.
- Leading technical discussions with customers.
Within 6 months, you’ll be making a clear impact through:
- Having your first performance conversation with your manager, where you’ll discuss your accomplishments in your role and work together to build goals for your professional growth
- Partnering with stakeholders to build out repeatable processes and trainings around technical and reporting tasks.
- Independently managing and delivering all types of Services projects.
- Becoming a Sprout Social product/technical expert to confidently speak to ever-changing trends, new product features and platform enhancements to help our customers realize their full potential and accomplish their goals.
Within 12 months, you’ll make this role your own by:
- Becoming a go-to resource for the Professional Services team and the larger Sales & Customer Success organization. You will deliver at a high level each day and make an impact outside of just customer work.
- Surprise us! Use your unique ideas and abilities to change your team in beneficial ways that we haven’t even considered yet.
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
Candidates for this remote work opportunity must be based in Australia If you are based in another location within Australia, 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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