Client Success Associate

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, Dallas, and Boston. 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

• 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