Key Facts

Remote From:

Full time

English

Hard Skills

Client Services Salesforce Customer Relationship Management Logistics Escalation Management End-User Training And Support Asset Management Cross-Selling Account Management Vendor Management Root Cause Analysis Inventory Reconciliation Online Communication Customer Success Management Managed Accounts

Other Skills

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Program Management
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Non-Verbal Communication
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Time Management
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Organizational Skills
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Detail Oriented
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Problem Solving

Roles & Responsibilities

2-3 years' experience in customer service and support
Experience in ITAD, TPM, or related IT service industries
Experience and comfort using Salesforce
Excellent communicator in phone, email, and in person; strong organizational capability to independently manage multiple complex accounts

Requirements:

Lead the new customer onboarding process, including SOW creation and programming, setup of accounts/users in Salesforce and IT systems, user training, and scheduling recurring program calls
Build and maintain trusted relationships with customers as a strategic partner and primary point of contact throughout the customer lifecycle; monitor SLAs and manage costs/credits
Enter, administer, and track customer jobs end-to-end; coordinate with logistics and operations to ensure on-time processing and resolve inventory discrepancies and holds
Escalation management: advocate for the customer, collaborate with internal operations or vendors to root-cause and close service gaps, and communicate resolutions until customer satisfaction

Job description

Overview:

Sprout is a global IT hardware retirement provider for hyperscaler and enterprise clients. We leverage a nationwide footprint (and international partner network) combined with proprietary software to enable efficient end-to-end IT asset disposition with a focus on data-bearing devices from the client to the cloud. The company is headquartered in Charlotte, NC with additional operations near Sacramento, Dallas, and Boston. Sprout provides software and services to clients in the form of our IT Asset Disposition, Certified Destruction, and Responsible Recycling solutions.

Since our founding as an electronic waste startup from a Duke University dorm room in 2014, we have been expanding at an average rate of >66% each year. By adhering to our 3 values (One Sprout, Deliver Excellence, and Integrity Matters), we are proud of our culture to move at #SproutSpeed to become the emerging leader in our industry. For more information, please visit: www.sproutup.com.

Responsibilities:

80% CUSTOMER RELATIONSHIP MANAGEMENT
• Lead the new customer onboarding process, including SOW creation and programming, setup of accounts/users in Salesforce and IT system, user system training, and the scheduling of recurring program calls
• Build and maintain trusted relationships with customers, serving as a strategic partner and primary point of contact throughout the customer lifecycle
• Enter, administer, and track customer jobs from end-to-end
• Interface with logistics to remove pickup blockers and ensure on-time job execution
• Coordinate cross-functionally with operations on inbound asset management, including tracking inventory discrepancies and resolving holds to ensure accurate and timely processing
• Monitor customer SLAs, escalating internally if you perceive risks to missing a deliverable
• Proactively stay on top of customer costs and credits, escalating externally if you perceive risks to collecting payments
• Identify upsell and cross-sell opportunities based on customer usage patterns and evolving needs, surfacing signals to the Business Development team to support account growth

20% CUSTOMER ESCALATION MANAGEMENT
• Advocate for the customer and collaborate with internal operations or 3PO vendors to root-cause and close service gaps as they arise
• Communicate with customers and iterate until they are satisfied with the resolution

Qualifications:

Qualifications

• Have at least 2-3 years' experience in customer service and support (required)
• Have experience in ITAD, TPM, or related IT service industries
• Have experience and comfort using Salesforce
• Be an excellent communicator in any medium, specifically in this order: over phone, via email, and in person
• Demonstrate strong organizational capability, with the ability to independently manage multiple complex accounts simultaneously without losing attention to detail
• Be unable to sleep at night with pending/stuck action items or emails left unanswered

EEO – Equal Employment Opportunity

The Company is an equal opportunity employer and does not discriminate on the basis of and all qualified applicants will receive consideration for employment without regard to race, creed, color, sex, affectional or sexual orientation, gender identity or expression, gender, ethnicity, religion, national origin, ancestry, nationality, age, disability, marital status, veteran status, genetic information, or on any other basis prohibited by law (except where an attribute is a bona fide occupational qualification)

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