Community Strategist at Sprout Social (Remote)

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At Sprout Social, our customers are at the heart of everything we do. DoorDash, General Mills, Trello, Make-a-wish Foundation, Edelman, and Blue Cross Blue Shield rely on Sprout's platform to create stronger relationships with their customers through social media. Sprout's Customer Marketing team has helped our 30,000 customers worldwide understand how to make the most out of their Sprout product experience.
In this role, you will be part of the team responsible for driving the launch and evolution of the Sprout community, as a key pillar of our overall customer experience. You will leverage the community platform to establish, nurture and facilitate meaningful connections and engagements with our audience. Part of your responsibilities will include moderating conversations and interactions in the community, executing and operationalizing community-centric experiences, and thinking of creative ways to nurture the community as needed. You will also be responsible for developing strategies to help leverage the community to amplify the other pillars of the overall customer experience.
We're looking for someone that is a gifted communicator and creative multitasker who is able to build meaningful relationships with different audiences, bringing value to every customer interaction. You are passionate about scaling our customer community while maintaining tangible brand and cultural experiences. You recognize the role that the community plays in the overall customer experience, and are passionate about helping customers maximize the value they can derive from Sprout - be it via facilitating meaningful conversations, events, or sharing best practices and tactical advice that can help customers gain mastery over the Sprout platform and also achieve social sophistication. As a self-starter, you can work collaboratively and independently to execute new ideas and projects and thrive in a fast-paced, high-growth environment. You are a data-driven critical thinker and are able to establish basic frameworks to measure business impact and use those frameworks to track progress, draw insights and recommend strategy.
If you enjoy driving customer value, and building and nurturing communities that drive business results, are collaborative, strategic, action-oriented, lead with influence and excited about helping us scale our award-winning culture, we'd love to talk with you.
Qualifications
These are the minimum qualifications that our hiring team is looking for in this role:
  • 4+years of experience in a customer-facing role, with proven expertise in virtual customer relationship building
  • Familiarity with Agile Methodology
  • Experience using community management platforms like inSided, Influitive, Khoros, etc.
  • Experience with launching and managing virtual events
  • Experience using webinar software tools like Zoom, GoTo Webinar, etc.

Additionally, these are the preferred qualifications that would indicate a particularly strong candidate:
  • Owned community experience managing a customer community for a B2B SaaS company
  • Familiarity with social media marketing, social media marketers and the social media marketing tech landscape
  • Tech Stack: Salesforce, Marketo, Google Analytics

Within 1 month, you will:
  • Experience Sprout's in-depth onboarding, covering everything from our company mission and values, hearing directly from executives and founders to deep training on our products and the value that Sprout delivers to our customers.
  • Make a plan with your manager to set initial priorities, align on expectations for your role, plant goalposts for your career, and learn about Sprout's approach to community management, and how it ladders up to the larger goals of the customer marketing team.
  • Meet with members of the community, and customer experience team and the larger customer marketing team on a 1:1 basis to understand our work, the customer journey and team responsibilities.
  • Be well-versed with the Marketing and Brand Creative process and rituals (i.e. how we get work done), learn our Agile framework and understand how to effectively plan for work to get done.
  • Familiarize yourself with the ins and outs of our community management platform
  • Start driving select engagements on the community
  • Start participating in weekly stand-ups, team meetings, and marketing rituals

Within 3 months, you will:
  • Get to know your peers and key stakeholders across Brand Creative, Marketing Ops, Product Ops, Content Marketing, Customer Success, Sales, Social media and Customer Support to understand current working relationships.
  • Develop a cohesive moderation strategy, in partnership with colleagues on the community team
  • Establish relationships with power users of the community, and drive specific initiatives to leverage this audience for enhancing overall community engagement and business impact
  • Identify and test specific opportunities to optimize community engagement and learning experiences via new content and formats
  • Establish a basic reporting framework to actively track day-to-day community KPIs and metrics

Within 6 months, you will:
  • Have your first performance conversation with your manager, where you'll discuss your accomplishments in your role and work together to build goals for your professional growth
  • Develop and execute strategies to support other pillars of the customer experience via the community
  • Socialize analytical findings and recommendations internally to inform optimizations to community content and strategy

Within 12 months, you will:
  • Influence quarterly and annual goals for engagement and business impact of the community as it relates to overall customer marketing goals
  • Help prioritize efforts and resources to maximize the impact and reach of community market expansion
  • Surprise us! Use your unique ideas and abilities to change your team in beneficial ways that we haven't 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.
About Sprout Social Sprout Social powers open communication between individuals, brands and communities through elegant, sophisticated software. We are relentless about solving hard problems for our customers and committed to both customer and team success. Our team's shared belief in Sprout's mission promotes a culture of openness, empowerment and fun.
We're proud to regularly be recognized for our team, product and culture. Our benefits program includes:
  • 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 equipment-your 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 [email protected] 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 Chicago's Loop and downtown Seattle, for those who prefer an office setting

Whenever possible, Sprout wants to provide our team with the flexibility to work in the location that makes the most sense for them. Sprout maintains a remote workforce in many places in the United States. However, we are not set up in all states, so please look at the drop-down box in our application to see whether your state is listed. Few roles require an office setting. If your position requires a physical presence in a Sprout office, it will be evident in the job listing and your offer letter.
Sprout Social is proud to be an Equal Opportunity Employer and an Affirmative Action Employer. We do not discriminate based on identity - race, color, religion, national origin or ancestry, sex (including sexual identity), age, physical or mental disability, pregnancy, veteran or military status, unfavorable discharge from military service, genetic information, sexual orientation, marital status, order of protection status, citizenship status, arrest record or expunged or sealed convictions, or any other legally recognized protected basis under federal, state, or local law. Learn more about our commitment to diversity, equity and inclusion in our 2021 DEI Report .
If you need a reasonable accommodation for any part of the employment process, please contact us by email at [email protected] and let us know the nature of your request and your contact information. We'll do all we can to ensure you're set up for success during our interview process while upholding your privacy, including requests for accommodation. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.
For more information about our commitment to equal employment opportunity, please click here (1) Equal Opportunity Employment Poster (2) Sprout Social's Affirmative Action Statement (3) Pay Transparency Statement .
When you apply for employment with Sprout Social, we will process your job applicant data, including your employment and education history, transcript, writing samples, and references as necessary to consider your job application for open positions. For more information about our privacy practices please visit our Privacy Policy. California residents have additional rights and should review the Additional Disclosures for California Residents section in our Privacy Policy.
Additionally, Sprout Social participates in the E-Verify program in certain locations, as required by law.
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Technology we use

  • Engineering
  • Sales & Marketing
    • JavaLanguages
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    • PythonLanguages
    • SqlLanguages
    • SwiftLanguages
    • D3JSLibraries
    • ReactLibraries
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    • SalesforceCRM

An Insider's view of Sprout Social

What’s the vibe like in the office?

We are invited to bring our authentic selves to work. The result is a culture without pretense.

Aja Saunders

Receptionist Systems Specialist

What's the biggest problem your team is solving?

The Growth Activation squad is focused on the challenge of retaining trial users and converting them into subscribers. We find solutions by A/B testing our features, using data science for quantitative analysis, using user interviews for qualitative analysis and working with other teams at Sprout on Growth strategies.

Andrew Kos

Senior Software Engineer

How has your career grown since starting at the company?

When I first joined Sprout, I could count the entire Sales team on one hand. Since then, my career has taken a variety of paths, from training and enablement to assisting our Sales team from a strategic perspective as a Solutions Engineer. Thanks to a workplace environment that fosters growth, I’ve been able to advance my career at Sprout.

Jordan Balkin

Solutions Engineer, Sales & Success

How do you empower your team to be more creative?

Instead of turning down ideas that seem unattainable, we encourage our teams to think through how we can solve challenges in unique ways. By testing and experimenting, we create an environment that fosters innovation and promotes creative thinking.

Jamie Gilpin

CMO

What's something quirky about your company?

At the conclusion of our company wide Kickoff party, tubs of McDonalds cheeseburgers mysteriously appear and rain down on us like a blizzard in the Chicago winter. But a good blizzard.

Molly Jones

Senior Employee Experience Manager

What are Sprout Social Perks + Benefits

Sprout Social Benefits Overview

We’re proud to regularly be recognized for our team, product and culture. Our benefits program includes:

- 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 equipment—your 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 [email protected] program, employee-led diversity, equity and inclusion initiatives and mentorship programs for aspiring leaders
- 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 Chicago’s Loop and downtown Seattle, for those who prefer an office setting

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Happy Hours
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Promote from within
Mentorship program
Online course subscriptions available
Customized development tracks

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