Lead Customer Success Manager

🔥 16 hours ago

🏖️ New Jersey, New York – Remote

🏖️ New Jersey – Remote 🗽 New York – Remote

💵 $121k - $201k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

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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

• Align Sprinklr solutions to customers' biggest challenges. • Program manage a plan to empower customers using Sprinklr. • Cultivate relationships with key stakeholders across customer organizations. • Build customer champions and advocates to ensure clients understand the value Sprinklr brings. • Oversee customer adoption journey and ensure resources are engaged effectively. • Ensure customer’s achievement of Sprinklr use cases, validated with business metrics. • Co-develop customer outcomes plan to deliver on agreed KPIs. • Conduct regular customer meetings to align on value realization and business priorities. • Track customer health data using CSP tools to drive management activities and manage risk. • Implement repeatable playbooks for customer empowerment and enablement. • Drive customer self-service capabilities and reduce consumption risk. • Advocate for the customer with Sprinklr’s Product and Partnerships Team.

🎯 Requirements

• Minimum of 8-10 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. • Ability to analyze customer’s usage data, KPIs and health indicators to identify opportunities for improvement and translate into actionable recommendations. • Demonstrated experience and/or knowledge of marketing automation technologies or contact center technologies. • Strong program management experience overseeing large, cross-functional teams. • Proven ability to explain complex technical concepts in business-friendly terms to customers. • Interest in continuously learning and advancing understanding of tech industry, customer experience technologies. • Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization. • Ability to travel between 25-50% of the time. • Project Management Professional certification (PMP, PMI-PMP, LSS) a plus. • Bachelor’s degree from an accredited college or university, or relevant experience.

🏖️ Benefits

• Voluntary healthcare coverage in applicable countries. • Paid time off to recharge and spend time with loved ones. • 401k plan with 100% vested company contributions. • Flexible paid time off. • Holidays. • Generous caregiver and parental leaves. • Life and disability insurance. • Health benefits including medical, dental, vision, and prescription drug coverage.