This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.

Role Description

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.

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

• 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.

Company Description

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 .