Customer Success Manager

1 month ago

Bengaluru, Karnataka, India Sprinklr Full time

About the Role

The Customer Success Manager at Sprinklr is a critical position that requires a unique blend of technical expertise and business acumen. As a key member of our account team, you will be responsible for driving business outcomes and maturity within our largest enterprise customers.

Key Responsibilities

  • Empower customers to optimize their digital experiences and achieve their business objectives through the adoption of Sprinklr.
  • Act as a business consultant, with deep technical expertise, to build success plans that document how Sprinklr technology is solving high-level business pain, developing solution recommendations, and aligning on meaningful metrics to validate business outcomes.
  • Drive adoption, increase product stickiness, improve customer satisfaction, and cultivate Sprinklr advocates to ensure retention and growth.
  • Build cross-functional and executive-level customer relationships to ensure clients can articulate and understand the value Sprinklr is driving to their business.
  • Develop a mutual technology roadmap to help grow customers' sophistication with Sprinklr and expand into whitespace opportunities.
  • Conduct regular customer cadences to align on value realization, align on agreed business priorities, and provide thought leadership specific to clients' evolving business needs.
  • Serve as the Voice of the Customer, advocating for your clients' needs within Sprinklr.
  • Build and foster strong cross-functional working relationships with Sales, Services, Support, Product Management, and senior leadership.
  • Partner with sales to identify upsell and cross-sell opportunities within assigned client accounts.
  • Proactively identify, plan, and execute against risk to achieve targeted retention and growth metrics. Own the renewal.
  • Align to The Sprinklr Way by helping to create a company-wide culture focused on customer success and client delight across the organization.

Requirements

  • Significant experience in digital channels, advertising, and social media.
  • Demonstrated knowledge of marketing automation technologies, digital transformation, corporate insights, and research, and emerging technologies, including AI.
  • Strong familiarity with CRM, business intelligence, and analytics.
  • 10+ years of relevant work experience in a customer-facing role managing enterprise customers with global reach.
  • Bachelor's degree from an accredited college or university, or relevant experience.
  • Strong growth mindset and desire to learn and improve. Ability to prioritize and manage multiple internal partners and customer responsibilities.
  • Experience delivering large-scale transformational programs across Fortune 100 enterprise clients, working across multiple lines of business to deliver organization-wide impact.
  • Experience building, managing, and delivering formal executive business reviews (EBRs) to C-level executives, with a focus on quantifiable business outcomes and ROI.
  • Accountable for overall customer health and have a proven track record of managing and addressing risk through cross-functional collaboration.
  • Demonstrated technical acumen, genuine curiosity, with a strong appetite to learn new and evolving technologies at a fast pace and apply them to customers' business needs. Ability to translate highly technical issues to a non-technical audience.
  • Ability to travel between 25-50% of the time. Candidates local to clients strongly preferred.

About 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.

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, virtual fitness, and access to Headspace. 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.

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