Client Success Associate

Overview

Sprout is a global IT hardware retirement provider for hyperscaler and enterprise clients. We leverage a nationwide footprint (and international partner network) combined with proprietary software to enable efficient end-to-end IT asset disposition with a focus on data-bearing devices from the client to the cloud. The company is headquartered in Charlotte, NC with additional operations near Sacramento, and Dallas. Sprout provides software and services to clients in the form of our IT Asset Disposition, Certified Destruction, and Responsible Recycling solutions.

Since our founding as an electronic waste startup from a Duke University dorm room in 2014, we have been expanding at an average rate of >66% each year. By adhering to our 3 values (One Sprout, Deliver Excellence, and Integrity Matters), we are proud of our culture to move at #SproutSpeed to become the emerging leader in our industry. For more information, please visit: www.sproutup.com. 

As a Customer Support Associate, you'll sit at the intersection of logistics and client success in the IT Asset Disposition process — making sure devices get where they need to go, that chain-of-custody is never broken, and that the customers relying on Sprout to retire their IT assets feel taken care of at every step. The role is split evenly between two focus areas, detailed task-by-task below.

Client Success Support

Responsibilities

Account & load management

– Create and configure new loads/batches in Sprout's platform on behalf of CSM-owned accounts

– Monitor load status through each processing stage (received → sorted → data sanitized/destroyed → resold/recycled) and flag delays

– Directly manage smaller accounts or discrete programs within larger accounts, acting as the primary day-to-day contact

End-User Asset Recovery

– Monitor inbound parcels daily against SLA, chase down lost / late shipments, communicate routine status updates to customers

– Respond to end-user emails regarding shipping labels, box kit requests, and other general inquiries

Customer Enablement

– Train customer contacts on how to submit pickups, create loads, and read status reports in Sprout's systems

– Answer routine customer questions on certificates of destruction/recycling, processing timelines, and reporting

Documentation & escalation support

– Assist Client Success Managers in preparing account recaps and QBR materials for large-volume accounts

– Help research and resolve billing or invoice discrepancies for assigned accounts

– Maintain accurate, up-to-date account notes and documentation in the CRM

Compliance, Data Security & Reporting

ITAD work carries real data-security and environmental compliance weight — every device that passes through this role should be fully traceable and properly documented.

• Ensure certificates of data destruction and recycling are issued accurately and on time for each completed load

• Maintain device-level handling records consistent with R2v3 and e-Stewards standards

• Support internal and customer-facing audits by providing accurate, retrievable device tracking histor

Qualifications

• 2–3 years of experience in customer service and support

• 2+ years of experience in ITAD or a related IT services industry

• Comfortable and experienced working in Excel

• Highly responsive to customer needs

• Highly organized and detail-oriented, especially when reconciling serial numbers and shipment records

• Able to manage multiple tasks while proactively finding solutions, whether inside or outside our organization

• An excellent communicator across any medium — phone first, then email, then in person

• Not the type to leave a pending action item or an unanswered email overnight

EEO – Equal Employment Opportunity

The Company is an equal opportunity employer and does not discriminate on the basis of and all qualified applicants will receive consideration for employment without regard to race, creed, color, sex, affectional or sexual orientation, gender identity or expression, gender, ethnicity, religion, national origin, ancestry, nationality, age, disability, marital status, veteran status, genetic information, or on any other basis prohibited by law (except where an attribute is a bona fide occupational qualification)

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