Job description

ABOUT US Sparrow is the first high-tech, high-touch employee leave management solution. Our mission is to make it simple for companies to provide their employees with all kinds of leave (i.e. family, medical, etc.). Currently, the leave management process is painful and inefficient for everyone. Company leaders struggle to keep up with regulations and processes that change frequently, and the employees going on leave are overwhelmed by bureaucracy at an exceptionally important juncture in their career. Sparrow transforms this ordinarily tedious, error-prone, complex to remain compliant, and time-consuming process into a 30-minute end-to-end experience saving teams time (20 - 40 hours per leave) and money (up to $30K per leave). Sparrow is headquartered in San Francisco but all employees work remotely across the country. Sparrow is a diverse, highly talented, and supportive team. Together, we are hardworking, collaborative, smart, and humble—after all, we’re solving real problems. ABOUT THE ROLE As an Account Manager at Sparrow, you’ll have the opportunity to help execute our vision and ensure that we are engaging with current customers in the moments that matter most. You will own a revenue target (both expansion and upselling), generate referrals, and work cross-functionally alongside internal stakeholders to be the voice of the customer for product and service enhancements. Here's what you'll do: - Focus on increasing product adoption, leading a positive customer experience, and driving growth through gross renewals and net retention improvements. - Optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation. - Identify growth and expansion opportunities within our existing customer base in order to achieve your revenue targets. - Use raw customer data to identify ways to maintain a sensational customer experience. - Reduce churn and drive new business growth through greater advocacy, referenceability, and referrals. - Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate. - Conduct strategic quarterly business reviews to ensure client satisfaction and uncover thematic opportunities for improvement. - Work with the sales team as a solutions architect on sales calls to provide subject matter expertise and cross-functional resources to increase new sales conversions. ABOUT YOU: - 5+ years experience within Renewal Management, Account Management, Customer Success, or Customer Experience ideally within SaaS offerings. - 2+ years experience in the leave of absence space, such as at a third-party administrator (TPA), disability or absence management carrier, leave management technology provider, or administering leave in-house. - Experience in building strategic plans for engaging with customers to ensure we’re driving connection through thoughtful touchpoints in the moments that matter. - Experience with high-touch strategic account management and a digital-first low-touch model. Understands how and when to apply each. - Proven track record of achieving KPIs. - Data-driven approach to designing processes and approaching your work - Highly effective communicator - able to build trust and rapport quickly, work well cross-functionally and drive effective customer / client meetings in a B2B market. - Comfort with SQL is a plus. COMPENSATION - The OTE for this role ranges from $106,800 to $147,620 per year dependent on experience and location, with an 80/20 base/variable split. WHY SPARROW? Our work at Sparrow is impactful. We help People teams with one of the hardest parts of their job, and we support employees at a time when they need it most. We’re driven by our mission, much like a nonprofit, but with the resources and scale of a fast-growing venture-backed company. Sparrow is proud to be an equal opportunity employer. While we are united by our excitement for the mission and product, the diversity of our experiences is one of our strengths. The Sparrow team is made up of people with all types of backgrounds, and we have teammates in 40 states and counting. To learn more about the Sparrow team and its benefits, check out our careers page. trysparrow.com

Requirements

Must-haves

Focus on increasing product adoption, leading a positive customer experience, and driving growth through gross renewals and net retention improvements.
Optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation.
Identify growth and expansion opportunities within our existing customer base in order to achieve your revenue targets.
Use raw customer data to identify ways to maintain a sensational customer experience.
Reduce churn and drive new business growth through greater advocacy, referenceability, and referrals.
Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate.
Conduct strategic quarterly business reviews to ensure client satisfaction and uncover thematic opportunities for improvement.
Work with the sales team as a solutions architect on sales calls to provide subject matter expertise and cross-functional resources to increase new sales conversions.
5+ years experience within Renewal Management, Account Management, Customer Success, or Customer Experience ideally within SaaS offerings.
2+ years experience in the leave of absence space, such as at a third-party administrator (TPA), disability or absence management carrier, leave management technology provider, or administering leave in-house.
Experience in building strategic plans for engaging with customers to ensure we’re driving connection through thoughtful touchpoints in the moments that matter.
Experience with high-touch strategic account management and a digital-first low-touch model. Understands how and when to apply each.
Proven track record of achieving KPIs.
Data-driven approach to designing processes and approaching your work
Highly effective communicator - able to build trust and rapport quickly, work well cross-functionally and drive effective customer / client meetings in a B2B market.

Nice-to-haves

Comfort with SQL is a plus.

Application prep

Use the role’s language and application details while tailoring your materials.

Keywords to mirror

sql

Platform: ashby
Effort: quick

Benefits

Benefits detected in the listing.

Vision