Sprout Solutions

Payroll

• Provide technical support and advice to clients on the company’s payroll and HR products
• Develop subject matter expertise on payroll and HR
• Remain current on payroll and HR policies and trends, and on other industry best practices
• Create and build a productive and trusting relationship with clients
• Demo the payroll and HR products to clients articulately and confidently
• Work on a process flow for on-boarding new accounts
• Manage assigned customer issues and take action to resolve issues
• Assist with pre and post sales activities
• Balance internal needs against customer requirements and/or internal businesses/end user's needs within defined parameters
• Demonstrate basic understanding of business contract to support and meet contractual metrics and obligations in area of responsibility
• Forward action items to development team and work with them to outline solution, monitor progress and report fixes/enhancements to client

Payroll Master

Customer Advocate

• The primary responsibility of Customer Advocate I is to provide clear and timely solutions to concerns raised by clients.
• They are skilled subject matter experts with which customers can rely on for answers.
• They are the first contact of clients for inquiries & concerns.
• Serves as the initial point of assistance, addressing issues encountered by customers.
• As the primary point of contact, Customer Advocate I manages the biggest ticket volume and they are responsible for properly documenting all the relevant information related to the concerns.
• Should be able to use these channels to decipher which best to use given the issue at hand: Ticket, Online Meeting, Call.
• The goal is to make clients experts in Sprout products by educating them through any type of customer engagement.
• Work closely with both clients and the relevant Sprout stakeholders to identify needs, provide solutions, and ensure that the clients are updated timely and accurately.
• Responsible for properly documenting all the relevant information related to the concern which is to be sent to the client and potentially used when escalation is required.
• Responsible for filing internal tickets to be passed on to the engineering or product team.
• Help clients become experts by contributing to the product Knowledge Base.
• Expected to exhaust all possibilities of issue resolution which includes the use of knowledge base articles (internal & external) and other internal tools.
• Collaborate with different resources and teams in Sprout to solve client issues.
• Should adhere to SLAs depending on severity level and follow escalation matrix when needed.
• Focus on addressing straightforward concerns and provide foundational support.
• Assist with general inquiries (Basic Navigation, Troubleshooting, and System Setup).
• Create informational materials for common system concerns.
• Acquire information about the issue by examining the symptoms and analyzing the underlying problem.
• Document all the necessary and relevant information related to the concern for escalation.

Customer Advocate, CSR – HR & Payroll

Operations

• Support onboarding and offboarding processes, including documentation, system access, and coordination with internal teams
• Maintain accurate and confidential employee records, contracts, and HR databases
• Serve as a first point of contact for employee inquiries related to policies, benefits, and People Ops processes
• Act as a first-level support for employee relations concerns (e.g., workplace issues, attendance concerns, basic policy clarifications)
• Assist in handling ER cases by documenting concerns, gathering information, and coordinating with the Senior People Operations Manager for resolution
• Support payroll preparation by validating employee data, attendance, and employee changes
• Assist with benefits administration, including enrollments, updates, and employee concerns
• Ensure proper documentation, filing, and secure storage of ER-related and employee records
• Support performance management processes, including documentation and tracking
• Generate basic HR reports and trackers (headcount, attendance, turnover, ER case logs, etc.)

People Operations Associate – HR Generalist

Marketing

• Support the expansion of the MSP vertical, a primary growth lever for 2026
• Own the 'Partner Toolkit': Design, update, and distribute high-impact sales decks, product one-pagers, and localized training materials
• Manage and optimize referral workflows to ensure lead flow is consistent, tracked, and frictionless
• Assist in the discovery and early-stage coordination of new reseller channels

Channel Marketing Specialist

Customer Success Manager

• Develop long term partnerships with Sprout's customers
• Ensure they remain successful by realizing the full value of their investment with Sprout.
• Generate Upsell sales volume and achieve target revenue.
• Ensure that clients are maximizing the value they get from Sprout by either maximizing their current subscription or availing add-ons relevant to clients’ needs (Upsells).
• Create renewal, upsell strategies and focus on selling with retention as a priority.
• Must build and manage sales pipeline using Sprout’s CRM
• Able to prepare tailored proposals aimed at closing complex opportunities at the C-Level
• Has strong attention to detail and able to multi-task /work on multiple and simultaneous key accounts
• Able to work autonomously and from the field and travel as needed
• Succeed in building deep client relationships throughout a company and obtain referrals
• Will help the Head of Sales with the implementation of Global Sales best practices
• Perform other duties as assigned by the company

Customer Success – Upsell Sales

Data Analyst

• Analyze client usage patterns, portfolio performance, and adoption metrics to identify opportunities for growth across embedded finance products.
• Provide data-driven insights to support client segmentation, targeting, and prioritization for upsell, expansion, and product-led growth initiatives.
• Support Business and Growth teams with dashboards and reports that highlight client health, financial performance, revenue impact, and behavior trends.
• Evaluate the impact of campaigns, engagement initiatives, and employer-level performance to inform strategy and decision-making.
• Collaborate with UXR to interpret existing product and user data, helping identify user problems, market gaps, and opportunity areas.
• Support Product Managers in evaluating new product concepts through industry research, competitive benchmarking, and data-driven business projections.
• Monitor and analyze key product metrics, including conversion funnels, adoption, penetration, and engagement, to uncover insights that inform feature improvements and user experience enhancements.
• Evaluate the performance of newly released features, PLG initiatives, and experiments by conducting structured post-launch impact analyses and recommending next steps.
• Present clear, data-backed insights that guide product direction, highlight risks or opportunities, and influence strategic decision-making across the product lifecycle.
• Monitor key operational metrics such as revenue, repayment behavior, aging transactions (e.g., 30+ /60+ /90+ DPD), borrower activity, and disbursement success rates.
• Support escalation handling by investigating transaction anomalies, reconciliation issues, SOA discrepancies, and deactivation-related concerns through data analysis.
• Maintain and execute recurring reports, including weekly balances, non-repayment monitoring, and due date compliance.
• Develop dashboards and automated monitoring tools to enhance visibility for Customer Advocates, Success Consultants, Fintech Operations, and partner banks.
• Identify manual or error-prone workflows and support Product and Engineering teams in designing and validating automation for operational scale.

Fintech Data Analyst – Credit Risk

• Provide high-quality technical support for Sprout's software
• Deliver effective technical customer support to our customer base
• Taking ownership of technical issues and working with Development team
• Resolving escalated customer complaints
• Document troubleshooting and problem resolution steps
• Provide engineering expertise to troubleshoot and modify software solutions
• Analyzing production issues and outlining corrective actions
• Communicate with Customer Support to enhance understanding of customer problems.

Payroll Analyst

• Ensure clients’ success by managing program initiatives around product adoption/maximization and operational excellence
• Establish executive relationships with all of the account’s stakeholders
• Proactively identify performance gaps and other risks of churn
• Increase account value through upsells and network expansion
• Manage cross-functional relationships with different client and Sprout stakeholders to execute account projects

Enterprise Customer Success Manager

Account Manager

• The Channel & Partnerships Manager is responsible for operationalizing and scaling Sprout’s partner ecosystem to achieve the target total revenue contribution by 2026
• Support the expansion of the MSP vertical, a primary growth lever for 2026
• Actively scout, screen, and evaluate potential MSP partners that align with Sprout’s strategic profile
• Own the 'Partner Toolkit': Design, update, and distribute high-impact sales decks, product one-pagers, and localized training materials
• Manage and optimize referral workflows to ensure lead flow is consistent, tracked, and frictionless
• Assist in the discovery and early-stage coordination of new reseller channels

Channel Partnerships Specialist

Events

• Assist in developing event marketing strategies and campaign plans in alignment with company goals.
• Contribute ideas and support the execution of activities aimed at boosting brand awareness and engaging the target audience for lead generation.
• Collaborate with the marketing team on owned & sponsored events related content and distribution strategy planning.
• Maintain relationships with partners/ sponsors while providing input on messaging direction.
• Assist in coordinating with agencies to ensure best practices are followed in pre and post event planning.
• Generate tracking reports as needed and assist in analyzing event activity metrics.
• Help maintain Sprout's consistent brand identity across all event channels and collaterals.
• Participate in competitor brand audits to ensure the use of best practices.

Marketing Specialist – Events

Financial Planning and Analysis

• Prepares monthly invoices and monitors weekly accounts receivables.
• Monitors daily collections and weekly disbursements (preparation of checks)
• Journalizing and posting to Xero of daily transactions.
• Handles issuance of Official Receipts to clients
• Responsible in managing and documenting of files
• Other tasks as may be assigned