Senior Success Manager

Sprinklr is the definitive AI-native platform for Unified Customer Experience Management Unified-CXM empowering brands to deliver extraordinary experiences at scale across every customer touchpoint By combining human instinct with the speed and efficiency of AI Sprinklr helps brands earn trust and loyalty through personalized seamless and efficient customer interactions Sprinklr s unified platform provides powerful solutions for every customer-facing team spanning social media management marketing advertising customer feedback and omnichannel contact center management enabling enterprises to unify data break down silos and act on real-time insights Today 1 900 enterprises and 60 of the Fortune 100 rely on Sprinklr to help them deliver consistent trusted customer experiences worldwide Sprinklr s Technical Success Managers TSMs align highly skilled expertise thought leadership and program management and unlock the deepest level of partnership with customers With a bias towards action and ability to deliver organizational-wide impact the TSM strategizes and executes on a plan how the customer can do things differently and better using Sprinklr The TSM develops a deep understanding of the customer s business processes teams and technical architectures tech stacks to prescribe use of Sprinklr products and features to solve high level business challenges and resolve organizational inefficiencies The TSM s advanced mastery of Sprinklr s product and solutions is paired with domain and industry expertise business acumen and exceptional communication and program management skills positioning the TSM to take a consultative approach in informing and actioning on partnership strategy plans Directly responsible for Customer relationship accountability to which proactive communication program management representation and expectation management is foundational Cultivate relationships with key stakeholders across customer organizations and establish new relationships directly or by introducing Sprinklr executives and product leadership Build customer champions and advocates to ensure clients can articulate and understand the value Sprinklr is driving to their business Oversee customer adoption journey ensuring appropriate resources are engaged and effective solutions are implemented at each stage of the lifecycle to achieve successful outcomes Ensure awareness of Sprinklr s product product roadmap and new releases to all relevant customer stakeholders in the context of the customer stakeholder s role current and prescribed future use cases of Sprinklr Customer s product adoption realized value and ROI from Sprinklr Ensuring customer s achievement of Sprinklr use cases validated with business metrics and data driven insights Co-develop a success plan with customer to deliver on agreed KPI s and success metrics Conduct regular customer cadences to align on value realization agreed business priorities and provide thought leadership specific to client s evolving business needs Meticulously track customer health data using CSP tools including product and feature adoption and consumption against Sprinklr contract commitments Accountable in using customer health data to drive customer management activities inform recommendations and manage risk Responsible for customer workspace configuration audits partnering with cross-functional teams on the process and related deliverables Customer Empowerment and Enablement Implementing repeatable playbooks to create a strong and functional operating state Drive customer self-service capabilities to reduce costs drive scale and ensure increased usage stickiness and customer retention Proactively identify adoption blockers to eliminate consumption risk Empower customer in using Sprinklr to minimize redundant workflows processes and resources Advocate for the customer with Sprinklr s Product Team and Partnerships Team which entails identifying product enhancements opportunities and paths to solutions that require development and sometimes third-party partners Increasing revenue from customers Collaborate with the Sales Solutions Consultant other cross-functional teams to identify upsell and cross-sell opportunities Develop a deep understanding of the customer s organization corporate objectives financial earnings reports and insights news market conditions industry use of technologies vendors and solutions and partners to identify opportunities to expand their use of Sprinklr products and to consolidate their tech stack using Sprinklr Stay apprised as things change Awareness of competitive landscape competitive solutions market and tech industry trends to identify risk and threats Ensure expeditious high-quality implementation of new Sprinklr solutions customer enablement and feature adoption which entails effective partnership with Sprinklr s Services team Preferred qualifications skills Minimum of 6 years experience in Customer Success Technical Account management Technology Consulting or Technology Solutions Development Experience delivering large-scale transformational programs across Fortune 100 enterprise clients customer experience functions working across multiple lines of business to deliver organization-wide impact often breaking through legacy silos Ability to analyze customer s usage data KPIs and health indicators to identify opportunities for improvement and translate into actionable recommendations plan and path to solutions Demonstrated experience and or knowledge of marketing automation technologies or contact center technologies digital transformation AI solutions market research and insights business analytics emerging technologies and data management platforms and technology Strong program management experience overseeing large cross-functional teams to ensure timely execution of deliverables Proven ability to explain complex technical concepts in business-friendly terms to customers then explain customer needs to internal partners as well as mapping business requirements into technical features Interest in continuously learning and advancing understanding of tech industry customer experience technologies technology platforms and solutions AI advancement and trends with top global brands Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization including executive and C-level Ability to travel between 25-50 of the time Candidates local to clients strongly preferred Project Management Professional certification PMP PMI-PMP LSS a plus Bachelor s degree from an accredited college or university or relevant experience We focus on our mission Sprinklr was founded in 2009 to solve a big problem growing enterprise complexity that separated brands from their customers Our vision was clear to unify fragmented teams tools and data helping large organizations build deeper more meaningful connections with the people they serve Today Sprinklr has a unified AI-native platform for four product suites Sprinklr Service Sprinklr Social Sprinklr Marketing and Sprinklr Insights Sprinklr is here to do three things Lead a new category of enterprise software that we call Unified-CXM Empower companies to deliver next generation unified engagement journeys that reimagine the customer experience Create a culture of customer obsession with trust teamwork and accountability We believe in our product Customers who value exceptional customer experiences have what they need on our single unified platform built with an operating system approach on a single codebase That means that everything and everyone can work together to service respond sell and market to customers on the channels they prefer While Unified Customer Experience Management Unified-CXM as a category is just getting started we are well on our way to creating a no-compromise unified approach to better customer experiences for the world s leading enterprise brands We invest in our people We offer a comprehensive suite of benefits designed to help each member of our team thrive Sprinklr believes that you should be able to get the type of care you need for your personal well-being when you need it We offer you and your family voluntary healthcare coverage in countries where applicable We believe it is important to take time off - it is essential for your mental and physical wellbeing We provide Sprinklrites with paid time off to recharge and spend time with loved ones We want to grow our talent with purpose Our open Mentoring Program is designed to create meaningful connections that support growth and amplify our focus To learn more about employee benefits by region To learn more about all-things-Sprinklr visit our candidate resource hub EEO - Our philosophy Our goal is to ensure every employee feels like they belong and are operating in a collaborative environment We fervently believe every employee matters and should be respected and heard We believe we are stronger when we belong because collectively we re more innovative creative and successful Sprinklr is proud to be an equal-opportunity workplace and complies with all applicable federal state and local fair employment practices laws We are committed to equal employment opportunity regardless of race color religion creed national origin or ancestry ethnicity sex including gender pregnancy sexual orientation and gender identity age physical or mental disability citizenship past current or prospective service in the uniformed services genetic information or any other characteristic protected under applicable law Reasonable accommodations are available upon request during the interview process To request an accommodation please work directly with your recruitment coordinator or recruiter Warning about Recruiting Scams Please be vigilant for recruiting scams impersonating Sprinklr Sprinklr will never ask you for money to pay for equipment or for unnecessary personal 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