Sparrow - TrySparrow.com, Inc.

Role Description As an Account Manager at Sparrow, you’ll have the opportunity to help execute our vision and ensure that we are engaging with current customers in the moments that matter most. You will own a revenue target (both expansion and upselling), generate referrals, and work cross-functionally alongside internal stakeholders to be the voice of the customer for product and service enhancements. - Focus on increasing product adoption, leading a positive customer experience, and driving growth through gross renewals and net retention improvements. - Optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation. - Identify growth and expansion opportunities within our existing customer base in order to achieve your revenue targets. - Use raw customer data to identify ways to maintain a sensational customer experience. - Reduce churn and drive new business growth through greater advocacy, referenceability, and referrals. - Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate. - Conduct strategic quarterly business reviews to ensure client satisfaction and uncover thematic opportunities for improvement. - Work with the sales team as a solutions architect on sales calls to provide subject matter expertise and cross-functional resources to increase new sales conversions. Qualifications - 5+ years experience within Renewal Management, Account Management, Customer Success, or Customer Experience, ideally within SaaS offerings. - Experience in building strategic plans for engaging with customers to ensure we’re driving connection through thoughtful touchpoints in the moments that matter. - Experience with high-touch strategic account management and a digital-first low-touch model. Understands how and when to apply each. - Proven track record of achieving KPIs. - Data-driven approach to designing processes and approaching your work. - Highly effective communicator - able to build trust and rapport quickly, work well cross-functionally and drive effective customer/client meetings in a B2B market. - Comfort with SQL is a plus. Requirements - The annual base salary for this role is $80,000-$129,800 per year dependent on experience and location. - In addition to base salary, this role is also eligible for a performance-based incentive. Benefits - Our work at Sparrow is impactful. We help People teams with one of the hardest parts of their job, and we support employees at a time when they need it most. - We’re driven by our mission, much like a nonprofit, but with the resources and scale of a fast-growing venture-backed company. - Sparrow is proud to be an equal opportunity employer. - The diversity of our experiences is one of our strengths. - The Sparrow team is made up of people with all types of backgrounds, and we have teammates in 40 states and counting.

Role Description The HRIS Integration Specialist is a key member of Sparrow’s Onboarding team and serves as the technical expert supporting new and existing customer integrations from a system’s standpoint. This role leads the setup and validation of HRIS integrations, SSO configurations, and system connections that enable customers to fully leverage Sparrow’s leave management platform. This person is the “technology pro” on the team, ensuring customers’ systems connect seamlessly to Sparrow, providing clear technical guidance, and supporting both customers and internal teams through complex integration steps. In addition to supporting new integrations, this role assists existing customers with HRIS issues, such as: - Integrations not functioning properly - Inaccurate data being received - Troubleshooting system errors The HRIS Integration Specialist also demos Sparrow Dashboard features to both new and existing customers, helping them understand and utilize the platform effectively. This role is ideal for someone with strong HRIS and SSO setup experience who enjoys problem-solving, working cross-functionally, and delivering an exceptional onboarding and integration experience. Here’s what you’ll do: - HRIS Integrations + SSO Configuration & Authentication - Lead HRIS integration setup for all new and existing customers, including data mapping, configuration, testing, and validation. - Configure and troubleshoot integrations across platforms such as Workday, Paycom, UKG, Paylocity, BambooHR, ADP, and others. - Ensure data flows (employee demographic information) are accurate, complete, and functioning as expected. - Maintain deep familiarity with Sparrow’s integration workflows, requirements, and known limitations. - Maintain HRIS and SSO integration information and guides for internal teams, ensuring they are consistently up to date and sharing accurate information. - Work to unlock new potential compatible systems in the HRIS and SSO space. - Partner with EPD and CX teams to escalate issues, verify fixes, and ensure a smooth customer experience. - Own end-to-end SSO setup (SAML, OAuth, etc.). - Guide customers’ IT teams through configuration requirements, testing steps, and validation. - Troubleshoot authentication issues and document solutions. - Own the development and rollout of new HRIS partnerships and integration processes. - Customer Integration Support - Own all aspects of HRIS and SSO setups from start to finish within a customer's onboarding timeline. - Serve as a technical subject matter expert during customer onboarding calls from a systems standpoint. - Deliver product walkthroughs and dashboard demos with a focus on technical functionality. - Clearly translate system requirements and technical concepts to non-technical customers and contacts. - Maintain ongoing communication with customers to ensure they feel supported throughout the build and testing process. - Own all aspects of HRIS and SSO setups for legacy customers who are looking to integrate post onboarding. - Internal Collaboration & Enablement - Act as the go-to resource for technical questions within the Onboarding team and all of the CX team. - Partner with Sales to clarify integration capabilities, feasibility, and support with prospect-specific questions related to our available integrations. - Collaborate on process improvements, automation opportunities, and integration enhancements. - Create and maintain internal documentation, integration guides, SOPs, and troubleshooting guides. - Regularly check the live integration tab for census file errors, reporting back to customers to work towards a solution. - Document consistently in Dashboard logs surrounding conversations, next steps, and status with organizations. - Quality, Testing & Continuous Improvement - Conduct thorough QA on all integrations and SSO setups before go-live. - Identify technical issues and recommend scalable solutions. - Stay informed on new Sparrow features, integration updates, and industry standards to ensure customers receive best-in-class support. Qualifications - Proven experience completing HRIS integrations. - Strong understanding of HR systems and data flows (employee records, org structures, payroll data, permissions models). - Ability to troubleshoot technical issues independently and triage problems effectively with internal teams. - Excellent communication skills, including the ability to translate complex technical concepts for non-technical audiences. - High attention to detail, strong organizational skills, and the ability to manage multiple customer builds simultaneously. - Someone who enjoys solving technical challenges and making systems “just work.” - A calm, clear communicator who builds trust with customers and internal partners. - Detail-oriented with strong follow-through and a commitment to delivering an exceptional integration experience. - A collaborative teammate who can also operate independently. - Someone who thrives in a fast-moving environment and is excited to grow Sparrow’s technical integration function. Preferred - Prior experience in SSO/SAML, or technical integration roles. - Understanding of authentication standards (SAML, OAuth, etc.). - Familiarity with common HRIS platforms (DayForce, UKG, Paylocity, BambooHR, ADP, Workday, etc.). - Exposure to SFTP and API-based integrations or system-to-system data flows. Why Sparrow? Our work at Sparrow is impactful. We help People teams with one of the hardest parts of their job, and we support employees at a time when they need it most. We’re driven by our mission, much like a nonprofit, but with the resources and scale of a fast-growing venture-backed company. Sparrow is proud to be an equal opportunity employer. While we are united by our excitement for the mission and product, the diversity of our experiences is one of our strengths. The Sparrow team is made up of people with all types of backgrounds, and we have teammates in 40 states and counting.

Lead and develop a team of Account Executives, manage sales performance and forecasts, implement customer acquisition strategies, and collaborate across teams to drive growth and efficiency in a fast-paced environment.

Role Description As a member of the Population Health Service Organization (PHSO), the Population Health Specialist (PHS) will play a vital role in the redesign of integrated care for Sparrow Care Network (SCN). The PHSs will provide needed support in assisting with pro-active outreach to patients, often serving as the initial point of contact. - Coordinate low-to-moderate risk outreach in the form of Provider-Delivered Care Management (PDCM) or Emergency Department (ED)/Transitional Care Management (TCM) calls post-discharge. - Assist with resource referrals as needed and screen patients for additional needs. - Work remotely within the PHSO office, providing ongoing telephonic support for individuals needing episodic care management. - Possess a strong understanding of scheduling workflows and communicate effectively with all team members. - Adapt to working offsite and support multiple practices. Qualifications - Completion of a nationally or internationally accredited program in self-management support concepts and techniques within 12 months of assuming this position if not completed prior to being hired. - Certified Medical Assistant - preferred. - National case management certification – preferred. - Minimum of 1 year of medical or case management experience. - High school diploma or GED. - Completion of a Medical Assistant (MA) program. Requirements - Demonstrates excellent clinical knowledge, skills, and judgment. - Excellent communication skills including emotional intelligence, relationship building, negotiation, conflict resolution, persuasion, marketing, and patient advocacy. - Ability to proactively and creatively problem solve. - Ability to prioritize, organize, handle many tasks simultaneously, work autonomously, and manage time. - Ability to work in stressful situations and manage conflict. - Ability to work in an EMR environment. - Knowledge and demonstrated ability to collect, analyze, and utilize data for process improvement - preferred. - Experience with an EMR - preferred. - Proficiency in Microsoft Excel - preferred. - Knowledge of case management including health care finance, hospital and community resources, discharge planning, utilization review, utilization management, ethical case management principles, and evidence-based practice concepts - preferred. Company Description University of Michigan Health-Sparrow is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.

Role Description As a Leave Specialist, you will be the primary contact for employees of companies we service and will manage a leave of absence from start to finish. You will also play a critical role of supporting your peers and Sparrow team members. What your day to day will look like: - Manage a portfolio of leave of absences, short-term and long-term leaves, from inception to completion for employees in the US and Canada across multiple companies using established Leave of Absence processes. - Maintain ongoing knowledge of State, Federal, and an array of Company leave policies, including FMLA and ADA, short-term and long-term disability plans. You’ll be responsible for ensuring employees are aware of their responsibilities and reviewing eligibility, certification, and benefits. - Communicate directly with third parties when necessary, preserving the confidentiality of employee medical documentation and files. - Interface and collaborate comfortably with a variety of key stakeholders to maintain relationships, including employees, HR, payroll teams, managers, HR Business Partners, through various methods of communication (phone, email). - Maintain complete and accurate internal records of leave requests and documentation of best practices. - Partner with our internal payroll teams to ensure employees are paid accurately and on time. Includes building, analyzing, and communicating clear payroll information to employees and HR teams. - Partner with our internal claims management team to file and manage claim filings with states and private disability insurance providers. - Use a combination of tools to manage, communicate and update all stages of a leave. - Work with the Customer Experience department to ensure a consistent level of service, utilizing resources and adapting to process improvements to enhance employee and employer experiences. Maintain key metrics, including Service Level Agreements and Customer Satisfaction. - Actively participate in team meetings providing feedback, solutions and suggestions. Qualifications - Strong collaboration and communication skills that allow you to interact comfortably with internal cross-functional teams, and customers. - You excel in active listening, empathy, and approachability. - Be comfortable moving between multiple tasks in a quick succession. - Be adaptable to process and product improvements in a growing start-up. - Able to utilize resources to identify answers to common employee or employer questions about the leave process. - Maintains internal systems and processes. - Demonstrates strong customer service skills. Represents the company voice with customers, listens empathetically to understand customer needs and provides impactful solutions. - Understand and interpret basic payroll calculations with the ability to break down these calculations in an easy to understand manner. Requirements - Superior organization skills and detail-oriented. - Outstanding verbal and written communication skills. - Clear, empathetic communicator able to balance rapport and problem solving. Comfortable communicating through email, chat, and phone calls. - Remarkable degree of empathy and interpersonal intuition, and strong, active listening skills. More than 2 years of client-facing experience where relationship-building is valued. - Highly self-directed, adaptable, and up for feedback and implementation in a fast paced, always changing environment. - Proactive. Always anticipating what might come next and how better to support the Leave Specialist team. - Systems-oriented. Always thinking of how you can improve processes to make the team even more efficient. - Trustworthy. You act with discretion and can be trusted to handle confidential information appropriately. - Relentlessly Optimistic. You believe in and work for the possibility of change and are unyielded by uncertainty and roadblocks. - Empathetic. You lead with empathy, and understand each situation from our customers perspective and approach with compassion. Compensation This is a full-time hourly, non-exempt position. Compensation ranges from $22.25 to $27.50 per hour and is based on your legal state of residence. Benefits Our work at Sparrow is impactful. We help People teams with one of the hardest parts of their job, and we support employees at a time when they need it most. We’re driven by our mission, much like a nonprofit, but with the resources and scale of a fast-growing venture-backed company.

• Foster collaboration with external administrative counterparts. • Manage the flow of necessary leave paperwork. • Document and convey all claim escalations. • Thrive in a fast-paced environment. • Maintain and optimize internal systems and processes. • Stay informed about new state programs and processes.

• Own end-to-end design for product features and workflows—from discovery to flows, UI, interaction details, and shipped outcomes. • Design for operational complexity: create experiences that handle edge cases, regulatory nuance, and real-world processes without overwhelming users. • Work across multiple personas: understand user goals and context, and design experiences that feel cohesive across different users and levels of expertise. • Partner closely with Product & Engineering to clarify problems, explore solutions, define scope, and ship high-quality work quickly. • Use research and data pragmatically: run scrappy discovery (interviews, workflow mapping, prototype tests), synthesize insights, and iterate. • Contribute to design quality and consistency: apply and help evolve design patterns and systems that enable speed and coherence. • Communicate clearly: share rationale, tradeoffs, and decisions to build alignment across the EPD team.

• Own full-cycle recruiting for roles within Sales, Marketing, Customer Experience, RevOps, Partnerships, and more with the ability to flex into technical roles as needed (Engineering, Product). • Partner with hiring managers to define role requirements, hiring strategies, and refine interview processes while adhering to Sparrow’s standardized procedures. • Proactively source and engage high-quality candidates through outbound sourcing, referrals, and talent networks. • Build and maintain strong pipelines for current and future hiring needs. • Drive a best-in-class candidate experience from initial outreach through offer close. • Track and analyze recruiting metrics to continuously improve processes and outcomes. • Collaborate with People and Leadership teams on recruiting initiatives and talent strategy.

• Provide internal support for our leave specialists with leave and payroll calculations: • Work with the leave specialists by preparing customized and personalized payroll plans and payroll reconciliations for our customers’ payroll teams. • Act responsively, accurately, and with attention to customers’ payroll deadlines. • Ensure correct personalized payroll plans are calculated on the Sparrow dashboard. • Interface and collaborate comfortably with a variety of key parties including: leave specialists, sales and marketing, and engineering teams through various channels (instant message, email, video chat). • Effectively collaborate with our customers’ payroll teams to ensure they love Sparrow: • Work with onboarding specialists to understand our customers’ payroll needs. • Assist with the setup of customized personalized payroll plans, payroll schedules, and payroll workflows. • Share best practices for leave payroll when needed. • In collaboration with the Sparrow team, build a better product: • Collect and share product feedback. • Identify improvements in payroll calculations software and services. • Provide input on payroll system integrations. • Implement process improvements to resolve inefficiencies and address customer pain points.

• Work with the CEO to understand her highest-impact priorities and ensure her time is aligned accordingly • Help keep Sparrow moving at high velocity by enabling faster decision-making and delegation • Partner with the CEO to action-plan how key initiatives and tasks will be completed • Manage a complex and fast-moving calendar, ensuring meetings are purposeful, prioritized, and sequenced effectively • Own inbox management, including tagging, drafting emails in the CEO’s voice, and independently handling communications such as event registrations or account setup • Ensure written communication is clear, thoughtful, and tailored to the reader’s perspective • Track CEO-dependent projects, decisions, and action items across the executive team • Provide visibility to relevant stakeholders on status, dependencies, and next steps • Create and continuously improve processes that increase executive and organizational efficiency • Maintain the CEO’s personal calendar and ensure it is coordinated with work commitments • Schedule personal appointments while avoiding conflicts with professional priorities • Partner with the CEO to build systems that make her personal life more efficient (e.g., meal planning, wardrobe management, recurring life admin)