Senior Managed Services Consultant

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Sprinklr

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2010

☁️ SaaS

🤖 Artificial Intelligence

🏢 Enterprise

SaaS • Artificial Intelligence • Enterprise

Sprinklr is a leading provider of enterprise software for customer experience management. It offers a unified platform that integrates various digital and social channels to optimize customer engagement and marketing efforts. Key products include Sprinklr Service, Sprinklr Social, Sprinklr Insights, and Sprinklr Marketing, focusing on enhancing customer service, social media interactions, and marketing campaigns. The platform leverages AI technology to provide real-time insights, streamline workflows, and improve productivity. Trusted by some of the world's most valuable brands, Sprinklr aims to deliver consistent and exceptional customer experiences across all touchpoints.

📋 Description

• 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. • 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. • Analyze and elevate customer’s consumption of contract, adoption of the product and generation of upsell or cross-sell. • Act as day-to-day contact for stakeholders in brand, agencies and for System Administrators. • Assist world’s leading brands and their agencies in seamlessly building social media campaigns & process-flows mapped to their business needs, through Sprinklr. • Identify platform gaps, and optimization opportunities; designing and configuring the appropriate solutions so client expectations regarding platform use-cases and functionalities are fulfilled. • 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. • Actively make sure that you are knowledgeable on all Sprinklr software products. • Identify opportunities for customer references and case studies. • Maintain platform relevancy according to changes in business needs.

🎯 Requirements

• Experience working with the Sprinklr platform is required, with specific experience in the Service product strongly preferred. • 4+ years of experience in account management at a brand, agency or tech company. • Experience in web technologies, CRM or SaaS platforms and digital marketing experience across social platforms. • Strong product acumen & evangelization experience with the aptitude to learn new products. • Excellent written and verbal communication skills. • Multilingual skills (Spanish, Portuguese, or others) would be a plus. • Analytical mind-set with attention to detail along with excellent problem-solving and critical-thinking skills. • 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. • Advanced analytical skills with proven competency in data tools & methodologies. • Ability to collate, harmonize, and visualize data, and present statistically sound insights to support a business case. • Industry specific knowledge across different verticals or lines of business preferred. • Demonstrated experience with, 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 time management skills including the ability to prioritize tasks and maintain accurate time tracking for billing purposes.

🏖️ Benefits

• Voluntary healthcare coverage • Paid time off • Open Mentoring Program