Customer Adoption Consultant

sproutsocial; Philippines; On-site; PHP 781,000 - 1,116,000; Full time

Job summary

Sprout Social is seeking an Adoption Consultant for its Customer Support team in the Philippines. You will drive customer adoption, maintain strong relationships, and scale success across a high-volume account base.

In this role you’ll run trainings, monitor usage, identify churn risks, and collaborate with Product and Engineering to improve processes. A customer-centric mindset and comfort with data are essential.

Qualifications

• 2+ years of customer success experience.
• Strong problem-solving and team collaboration skills.
• Agility and flexibility in a rapidly changing environment.
• Ability to work either of the following shifts: 6AM - 3PM PHT; 1PM - 10PM PHT.

Responsibilities

• Drive Value & Adoption: Lead training sessions and value discussions to ensure customers effectively utilize Sprout's core functionalities to meet their goals.
• Scale Customer Success: Execute one-to-many playbooks and use self-service resources to drive platform utilization at scale.
• Proactive Health Monitoring: Analyze usage data and health metrics to identify trends and address churn risks.
• Efficient Issue Resolution: Resolve customer inquiries promptly and escalate complex issues as needed.
• Operational Excellence: Partner with Product and Engineering to identify and implement process improvements.
• Team Collaboration: Develop internal best practices and resources for the support community.

Skills

Customer success

Problem-solving

Team collaboration

Agility

Shift flexibility

Tools

Gainsight

Job description

Sprout Social is looking to hire an Adoption Consultant for the Customer Support team, based in the Philippines.

The Adoption Consultant plays a critical role in driving customer satisfaction, retention, and growth within our rapidly expanding customer base. You will be responsible for maintaining strong customer relationships, ensuring successful platform adoption, and driving customer value across a high volume of accounts. This role requires a strong focus on efficiency, operational rigor, process improvement, and leveraging technology to scale customer success outcomes.

Why join Sprout's Customer Support team?

As a member of Sprout's Customer Support team, your impact is multifaceted. Not only are you the face of Sprout to customers in need of solutions - you're also an integral internal resource. As product generalists, our team is incredibly skilled and knowledgeable about our entire platform, creating a ton of opportunities for us to partner with teams like Sales & Success, Product and Engineering for training, coaching and feedback. One of the most unique and exciting aspects of our support team is that we don't have customer assignments or individual workloads-it's a group workload. We consider ourselves a community and function as such, supporting one another from day one to reach our goals and grow in our career. Speaking of growth, Customer Support is also a great way to enter into tech. We coach folks on a wide array of skills that set them up for success in all parts of our business

What you'll do

• Drive Value & Adoption: Lead training sessions and value discussions to ensure a high volume of customers effectively utilize Sprout's core functionalities to meet their strategic goals.
• Scale Customer Success: Execute one-to-many playbooks and leverage self-service resources, like in-app guidance and knowledge base articles, to drive platform utilization at scale.
• Proactive Health Monitoring: Analyze usage data and health metrics to identify trends, proactively address churn risks, and uncover opportunities for customer growth.
• Efficient Issue Resolution: Resolve customer inquiries promptly, leveraging support tools and escalating complex issues to ensure a seamless experience.
• Operational Excellence: Partner with Product and Engineering to identify and implement process improvements and automation that streamline our Customer Success operations.
• Team Collaboration: Contribute to our collective knowledge by developing internal best practices and resources that help the entire support community grow.

What you'll bring

You have a passion for helping customers succeed with Sprout and a curiosity about how to leverage new technology to deliver best-in-class experiences at scale. You like processes and operate with efficiency to manage customers at scale. You are comfortable talking with anyone from a social media practitioner at a small agency to a director of marketing at a global brand, and everyone in between. If the idea of speaking with a customer and helping them connect our tools to their strategy is your "sweet spot," this role is for you!

Minimum qualifications for this role include:

• 2+ years of customer success experience
• Strong problem-solving and team collaboration skills
• Agility and flexibility in a rapidly changing environment
• Ability to work either of the following shifts:
  6AM - 3PM PHT
  1PM - 10PM PHT

Preferred qualifications for this role include:

• Familiarity with Sprout Social influencer marketing and influencer marketing strategy
• Experience with Gainsight or other CS management software
• Experience working within a one-to-many model of customer success

How you'll grow

• Within 1 month, you'll plant your roots, including:
  • Onboarding and Learning: Become familiar with the Sprout Social platform, core functionalities, and internal processes.
  • Understanding Customer Adoption Accounts: Gain an understanding of the characteristics and needs of Customer Adoption Accounts.
  • Initial Customer Engagement: Begin engaging with customers through initial discussions and training sessions.
  • Resource Review: Review and understand existing adoption materials and resources.
• Within 3 months, you'll start hitting your stride by:
  • Active Customer Support: Respond to customer inquiries, resolve issues, and utilize support tools effectively.
  • Platform Monitoring: Start actively monitoring customer platform usage and identifying areas for improvement in adoption.
  • Data Analysis: Begin analyzing customer data to understand usage patterns.
  • Process Familiarization: Deepen understanding of and begin contributing to process improvements.
  • Proactive Engagement: Proactively identify and address customer needs and potential churn risks.
• Within 6 months, you'll be making a clear impact through:
  • Reporting: Generate regular reports on customer health and performance.
  • Automation Implementation: Leverage automation tools to improve efficiency.
  • Contribution to Knowledge Base: Contribute to t