Senior Strategic Services (Social Media) Consultant

Sprout Social is looking to hire a Senior Strategic Services Consultant to join our Customer Experience team, based in Singapore.

Why join Sprout’s Customer Experience team?

Joining the Customer Experience 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 Minor Hotels, Jollibee, Converge ICT and BDO Unibank. 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

• Manage ongoing strategic consulting projects with deliverables that are shared with multiple stakeholders, including senior executives
• Lead customers through a tailored and value-driven implementation experience that ensures Sprout Social is set up for success in achieving their business goals
• Align with Sprout Sales and Success managers to propose and create services outputs that meet customers at various stages of their journey
• Level up the social sophistication of our customers as well as our team to meet the ever-changing needs of social media
• Participate in customer sales calls to explain implementation and services methodology
• Mentor and train Sprout staff on services offering and processes, and become a go-to person for the entire Sprout product suite

What you’ll bring

Sprout Social is looking for a Senior Strategic Services Consultant who can help our customers recognize the most value from our Sprout Social suite of solutions. The ideal candidate is the perfect blend of product-savvy and customer-focused, understands the social industry and social KPIs, and loves working in a fast-paced and evolving environment.

The minimum qualifications for this role include:

• 5+ years of professional experience
• 3+ years in social media strategy (preferred), professional services, or customer-facing consulting roles in SaaS
• Project management experience

Additionally, these are the preferred qualifications that would indicate a particularly strong candidate:

• Understanding of social networks (in particular X, Facebook, Instagram, and LinkedIn) and social media strategy for large organizations
• Experience presenting to large groups in remote and in-person settings
• Flexibility to work on multiple projects and ability to hold internal and external stakeholders accountable to the agreed-upon milestones
• Understanding of all components of a software sales process and customer lifecycle
• Excellent communication and presentation skills with the ability to present to a variety of external audiences
• Experience with project management tools and/or relevant project management certification

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, aligning on expectations for your role, planting goalposts for your career, and learning 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 to build 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 (both independently and with peer mentor support) and clearly communicate results and deliverables to customers

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

• 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
• Independently managing and delivering all types of Services projects (consulting offerings and implementations)
• Becoming a Sprout Social product 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
• Surprising 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 Singapore. If you are based in another location within APAC, 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.

Originally posted on Himalayas

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