Customer Platforms Marketing Manager

Description

Sprout Social is looking to hire a Customer Platforms Marketing Manager to the Marketing team.

Why join Sprouts Marketing team

At Sprout Social we dont just market productswe set the pace for how breakthrough brands connect with the world. We are social intelligence powering the future of customer connection and our Marketing team is a driving force behind turning that vision into reality. We put our customers at the heart of our strategy to drive market leadership generate demand and increase customer retention all in close partnership with our Sales and CX teams. We lead with clarity act with speed and measure success by the business results we create. Here youll have the freedom to test bold ideas learn fast and shape the futurenot only for Sprout but for the global brands we empower. If youre ready to set the bar higher own your impact and accelerate your career this is where you belong.

What youll do

• Customer Lifecycle Experience: Act as the primary Customer Marketing driver for the customer journey within our owned toolsetenabling and managing platforms to drive adoption retention expansion and advocacy
• Platform Ownership: Design and optimize workflows that support program execution customer journey experiences and performance visibility across the customer lifecycle within tools and platforms specifically dedicated for use by that team
• Lead with AI: Research experiment and implement new technology and approaches from the rapidly evolving AI toolset not only to accelerate the work of the Customer Marketing team but to transform the way the team works and what they deliver to the business
• Accelerate our work: Proactively identify and close operational and technical gaps that limit scale automation or insight across systems and processes
• Collaborate for success: Partner closely with Marketing Operations Revenue Operations Customer Success Product and Marketing Analytics to align strategies and scale impact
• Build best-in-class systems: Champion clean data system integrations automation and scalable program design across key platforms such as Insided/Gainsight Community a TBD Advocacy platform a TBD Learning Management system in concert with Salesforce Marketo and other Martech tools outside our own toolset

What youll bring

Were looking for a strategic systems-savvy operator with a deep understanding of successful cross-functional program management that scales with a rapidly changing business environment.

You combine technical expertise with a marketers mindset and youre motivated by solving complex problems that sit at the intersection of data tools and people. You think in systems thrive in cross-functional environments and know how to turn insight into action. Youre comfortable navigating ambiguity aligning stakeholders and making an impact through thoughtful infrastructure and seamless execution.

The minimum qualifications for this role include:

• 8 years of experience in Marketing Operations Platform Management Program Management or Customer Marketing
• Proven track record of building systems and establishing processes (e.g. data routing scoring attribution) while leading complex cross-functional projects
• Comfortable navigating complex tech stacks to support scalable data-driven programs

Preferred qualifications for this role include:

• Demonstrated ability to quickly absorb technical concepts and effectively simplify and communicate them to a non-technical audience.
• Experience collaborating with customer-facing and non-technical teammates.
• Exposure to customer-focused Martech such as Intercom Gainsight 6sense Pendo and advocacy platforms learning management systems such as Skilljar Workramp Thought Industries and Intellum and/or developing on top of community platforms like Insided/Gainsight.
• Familiarity with customer data platforms (CDPs) and how to activate product usage and behavioral data across channels particularly using Redshift SQL Tableau and other similar analytics tools.
• Strong analytical mindset with the ability to turn data into actionable insights and influence strategy
• Comfortable working in fast-paced environments with competing priorities; ability to prioritize high-impact work and drive alignment across teams

How youll grow

Within 1 month youll plant your roots including:

• Completing onboarding and meeting key cross-functional partners across Marketing Operations and data engineering teams
• Getting oriented to Sprouts customer lifecycle programs and supporting tools
• Understanding priorities of your role and begin identifying opportunities for operational improvement

Within 3 months youll start hitting your stride by:

• Taking ownership of key operational workflows and customer-focused platforms
• Documenting current state systems and data flows across the customer journey
• Partnering with Customer Marketing and Marketing Operations to create thorough implementation plans for onboarding new advocacy and LMS platforms

Within 6 months youll be making a clear impact through:

• Drive and deliver implementation of new advocacy and LMS platforms
• Support the development of analytical dashboards and implementation of infrastructural updates to report on the performance of customers via these platforms
• Actively track engagement and business impact metrics to develop recommendations for future strategies and improvements to systems and processes
• Serve as the point person for Customer Marketing systems and processes

Within 12 months youll make this role your own by:

• Influencing how Sprout approaches Customer Marketing Operations holisticallyfrom data and systems to campaign execution and reporting
• Offering a roadmap to further evolve our advocacy community and Academy platforms to meet our customers and our own business needs throughout the lifecycle
• Surprise us! Use your unique ideas and abilities to change your team in beneficial ways that we havent 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.

• 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 equipmentyour 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 program and employee-led diversity equity and inclusion initiatives.
• Growing corporate social responsibility program that is driven by the involvement and passion of our team members
• Beautiful convenient and state-of-the-art offices in Chicagos Loop and downtown Seattle for those who prefer an office setting

• Zone 1 (New York California Washington): Min $110000 Mid $135000 Max $160000 USD annually
• Zone 2 (All other US states): Min $100000 Mid $125000 Max $150000 USD annually