Sprout Social Offices

Leads strategic social media consulting and Premier Success engagements for enterprise customers, advising executive stakeholders, optimizing workflows, analyzing social intelligence, and developing reports, playbooks, and workshops. Manages software implementations, platform configuration, change management, training, and adoption across Sprout Social products. Serves English- and Spanish-speaking customers while coordinating projects, deliverables, and internal service standardization.

Build and lead production LLM systems, including agentic workflows, content enrichment, retrieval, semantic search, evaluation, observability, and safety guardrails. Own architecture decisions across model selection, prompting, fine-tuning, latency, cost, and quality. Partner with Product and UX to ship AI features, mentor engineers, lead technical reviews, and establish reusable LLM development practices.

Manages a distributed Customer Support team in a high-volume SaaS environment. Responsibilities include integrating acquired support teams, overseeing capacity and KPIs, managing multichannel operations, identifying operational risks, developing scalable processes and knowledge repositories, coaching team members, and leading cross-functional initiatives with Engineering, Sales, and Customer Success.