Managed Services Consultant

Job Description Sprinklr is a leading enterprise software company for all customer-facing functions. With advanced AI, Sprinklr's unified customer experience management (Unified-CXM) platform helps companies deliver human experiences to every customer, every time, across any modern channel. Headquartered in New York City with employees around the world, Sprinklr works with more than 1,000 of the world's most valuable enterprises global brands like Microsoft, P&G, Samsung and more than 50% of the Fortune 100. Learn more about our culture and how we make our employees happier through The Sprinklr Way. Job Description Meet our Managed Services Team Our Managed Services Team at Sprinklr is responsible for driving product retention, consumption, adoption and growth across a global portfolio of customers. We believe that listening and developing a deep understanding of each customers objectives, together with the application of purpose-built solutions to address those requirements at scale, is the winning formula for long term success and growth of the business. Our execution is defined by the 3 focus areas or Obsessions. Our Customer Obsession is going the full distance in understanding what value means to each member of the customers organization. Our Product Obsession is developing and refining our technology as a way of life. Our Learning Obsession is constantly empowering every team member to reach their full potential. We believe that our clear vision, and robust global execution will enable us to make our customers happier. What You'll Do We are looking for someone who can ensure the following outcomes for every customer - - Deliver Value: Be able to deliver on, and communicate the value associated with the customer's investment in Sprinklr solutions through the Sprinklr platform to guarantee retention & customer growth. - Drive Adoption: Drive adoption and usage of new products and features across multiple business units, teams, and markets within a single customer. - Establish Relationships: Establish and nurture relationships built on trust with every new customer, develop client and agency champions, and identify key stakeholders. - Strategic Business Partner: Become your customer's day-to-day strategic advisor who understands their business challenges and can communicate the positive business outcomes of working with Sprinklr. What Are Your Responsibilities - Ensure that every customer derives the most value possible from the platform leading to retention and business expansion. - Identify, comprehend and clearly articulate customers requirements to generate an end-to-end solution to their business challenges. - Develop a deep understanding of customer needs and tie them to specific Sprinklr use cases, product features, benefits and value propositions. - Identify platform gaps, and optimization opportunities; designing and configuring the appropriate solutions so client expectations regarding platform use-cases and functionalities are fulfilled. - Own & deliver the end-to-end configuration of solution based on the customer requirements - You will handle the post go-live change management of configuration throughout the customer life cycle - Be the hands-on product expert and ensure customer's business goals are met - Act as day-to-day contact for stakeholders in brand, agencies and for System Administrators. - Analyse and elevate customer's consumption of contract, adoption of the product and generation of upsell or cross-sell. - Provide oversight on any additional enablement of the software deployment to be in line with current architecture and future client needs or business requirements. - Proactively identify opportunities to improve operational efficiencies and find suitable entities which could benefit from utilising AI to drive greater ROI. - Establish and nurture senior level relationships built on trust, develop client champions and identify key stakeholders. - Capture development areas for product improvement and collaborate with product managers and engineering for necessary corrective actions. - Actively make sure you are knowledgeable on native channel's products package. - Work with clients to improve the social service itself and its alignment with the client's core business. - Provide on-going training support and ad hoc training sessions to always keep customers educated on Sprinklr's know-hows. - Identify opportunities for customer references and case studies. - Maintain platform relevancy according to changes in business needs. Who You Are & What Makes You Qualified Must Have Qualifications: - 5+ years of experience in managed services or technology consulting, specifically in the CCaaS or cloud contact center industry. - Strong knowledge of CCaaS technologies, including IVR, call routing, AI integrations, and customer journey management. - Experience with cloud communication platforms, AI-driven customer support solutions, Chatbots and integrating CCaaS with third-party applications. - Familiarity with CCaaS platforms like Genesys, Cisco Webex Contact Center, Twilio Flex, or other related technologies. - Understanding of cloud architecture, VoIP, SIP, and telephony. - Hands-on experience with system configuration, troubleshooting, and performance optimization. - Excellent communication and interpersonal skills with the ability to work closely with clients and internal teams. - Proven ability to understand business challenges and provide actionable recommendations. - Ability to manage multiple client engagements and deliver high-quality service. - Ability to translate customer business problems & requirements into on platform solutions Good to Have Skills: - Demonstrated experience and a passion for the social technology universe (i.e., Facebook, Instagram, Twitter, YouTube, LinkedIn, Pinterest, Snapchat, TikTok). - Direct experience in working with a social media management software is preferred. - Strong product acumen & evangelization experience with the aptitude to learn new products. - Excellent written and verbal communication skills. Multilingual skills (French, German, Spanish, Japanese or others) would be a plus. - Analytical mind-set with attention to detail along with excellent problem-solving and critical-thinking skills. - Leading CCaaS Certifications like Genesys Cloud CX Professional, Cisco Certified Professional, Avaya Certified IC are preferred (not mandatory) Who You Are You are a technology consultant who has the: - Ability to think independently and learn as a member of a team. - Ability to identify and clearly articulate issues clients are facing and capability of devising & implementing their solutions. - Ability to work in a highly challenging & competitive environment while delivering high quality of customer service. - Ability to work effectively under tight deadlines and juggle several assignments & projects simultaneously, while maintaining high standard of excellence. - Intrinsically motivated to tackle unique client use cases, passion to solve business challenges and commitment to client delight. - Ability to interpret industry trends across different verticals & lines of businesses. - Ability to operate in an autonomous way, engage with stakeholders across the globe and lead customers through change management. You Know You're Successful If - The depth, breadth and frequency of customer platform adoption starts strong and keeps climbing. - Your customers acknowledge Sprinklr value, renew their product offerings & add new licences, modules and services to their package. - You constantly come up with new strategies that are adopted by your clients and peers. - Your stakeholders participate in Sprinklr events, references and case studies. - Your platform and industry knowledge makes you a trusted advisor both internally and externally. Why You'll Love Sprinklr: We're committed to creating a culture where you feel like you belong, are happier today than you were yesterday, and your contributions matter. At Sprinklr, we passionately, genuinely care. For full-time employees, we provide a range of comprehensive health plans, leading well-being programs, and financial protection for you and your family through a range of global and localized plans throughout the world. For more information on Sprinklr Benefits around the world, head to https://sprinklrbenefits.com/ to browse our country-specific benefits guides. We focus on our mission: We founded Sprinklr with one mission: to enable every organization on the planet to make their customers happier. Our vision is to be the world's most loved enterprise software company, ever. We believe in our product: Sprinklr was built from the ground up to enable a brand's digital transformation. Its platform provides every customer-facing team with the ability to reach, engage, and listen to customers around the world. At Sprinklr, we have many of the world's largest brands as our clients, and our employees have the opportunity to work closely alongside them. We invest in our people: At Sprinklr, we believe every human has the potential to be amazing. We empower each Sprinklrite in the journey toward achieving their personal and professional best. For wellbeing, this includes daily meditation breaks and virtual fitness. We have continuous learning opportunities available with LinkedIn Learning and more. EEO - Our philosophy: Our goal is to ensure every employee feels like they belong and are operating in a judgment-free zone regardless of gender, race, ethnicity, age, and lifestyle preference, among others. We value and celebrate diversity and 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 is an affirmative-action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. See also Sprinklr's EEO Policy and EEO is the Law.