Client Success Associate

Sprout Agency - Woodland, CA

Full-time - Entry Level

Woodland, CA

Performing Arts, Spectator Sports, and Related Industries

About the position

The Client Success Associate at Sprout plays a crucial role in managing relationships with channel accounts, ensuring smooth service delivery, and providing exceptional customer experiences. This position emphasizes operational execution alongside customer satisfaction, focusing on responsiveness, continuous improvement, and data-driven reporting. The role supports high-volume, moderately complex accounts and collaborates with cross-functional teams to meet client expectations and resolve issues efficiently.

Responsibilities

• Support a high volume of channel accounts and monitor their performance.
• Assist with customer set up and order creation.
• Meet with customers to review detailed program requirements and deliver tailored solutions.
• Set up new customer accounts, provide portal training, and handle onboarding processes.
• Proactively answer customer inquiries, especially regarding parcel return issues, ensuring swift resolution through effective communication.
• Understand and explain pricing structures clearly to customers, ensuring alignment with business goals.
• Track and administer jobs from start to finish, ensuring accurate data collection and timely reporting.
• Prepare and maintain customer dashboards, generating real-time visibility into service metrics and performance trends.
• Monitor inventory turnover to ensure alignment with operational objectives.
• Create regular reports using Excel, manipulating data to track SLAs, customer metrics, and account profitability.
• Serve as a point of contact for end users experiencing issues with the parcel return process.
• Iterate quickly with customers to address concerns, ensuring issues are resolved to their satisfaction.
• Maintain continuous, proactive communication across email and other channels, ensuring prompt follow-up and clear, concise responses.
• Host on-site visits and customer meetings to build relationships and foster trust.
• Monitor performance metrics and collaborate with operations teams to ensure SLAs are met.
• Ensure smooth execution of processes following chain-of-custody protocols and compliance with R2v3 and ISO standards.
• Collaborate with operations to troubleshoot bottlenecks, ensure timely asset processing, and support audits or compliance reviews.
• Participate in Kaizen events and conduct GEMBA walks to identify inefficiencies and propose solutions.
• Facilitate cross-functional communication to ensure seamless operations across teams and external partners.

Requirements

• Prior experience in a customer-facing role is preferred.
• Strong organizational skills and attention to detail.
• Proactive approach to solving customer needs.
• Proficiency in using inventory management software.
• Proven ability to use Excel to manipulate data, generate reports, and monitor trends.
• Basic arithmetic and data entry proficiency (40 WPM typing speed).
• Ability to work independently while leveraging relationships to meet objectives.
• Clear and concise communication, both written and verbal, ensuring tact and professionalism.

Nice-to-haves

• Bachelor's degree preferred.

Benefits

• Career growth opportunities
• Cross-training opportunities
• Supportive community
• Flexibility in work environment