Senior Managed Services Consultant – SaaS, Social & Digital

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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

• 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 • 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

🎯 Requirements

• 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

🏖️ Benefits

• Voluntary healthcare coverage in countries where applicable • Paid time off to recharge and spend time with loved ones • Open Mentoring Program designed to create meaningful connections that support growth