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Lead Managed Services Consultant
2 weeks ago
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 are looking for someone who can ensure the following outcomes at a high level, for every customer - Deliver Value: Be able to deliver on and communicate the value/ROI derived by the Customer through the Sprinklr platform to guarantee retention & customer growth. Drive Platform Adoption: Drive adoption and usage of existing & new Sprinklr product features across multiple teams within the customer's organisation. Establish Relationships: Establish and nurture relationships built on trust with every customer, develop Sprinklr champions within the client's org, and identify key stakeholders.
Strategic Business Partnership: 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. Lead end-to-end implementation/configuration of Sprinklr's Core solutions for complex enterprise clients across diverse industries, ensuring scalability, performance, and long-term value. Lead the team of co-consultants on your account & define the consulting strategy and configuration architecture aligned with customer goals, industry standards, and best practices.
Ensure healthy platform adoption & consumption and identify upsell or cross-sell opportunities. Act as the primary liaison between co-consultants, internal stakeholders, and the customer, ensuring timely delivery of customer commitments and proactively escalating obstacles to secure the necessary internal support. Be the strategic advisor as well as the day-to-day POC for your stakeholders.
Assist world's leading brands and their agencies in building social media campaigns & process-flows mapped to their business needs, through Sprinklr. Assist world's leading brands and their agencies in generating insightful social listening reports, online reputation management (ORM), Boolean operated keyword clouds/topics mapped to their business needs, through Sprinklr. Identify platform bugs; coordinate with the backend Support team for resolution.
Identify platform gaps & optimization opportunities; coordinate with Product team to ensure that the new feature releases address those gaps while meeting your client's current and future business needs. Maintain recurring operational cadence with the client, proactively communicate about status of deliverables, new feature releases and maintain up-to-date project trackers. Establish and nurture executive level relationships built on trust, develop client champions and identify key stakeholders.
Actively make sure you are knowledgeable on native social channel's features and functionalities. Provide on-going training support and ad hoc training sessions to always keep customers educated on Sprinklr's know-hows. Actively make sure that you are upskilling on all Sprinklr software products.
