Senior Customer Success Manager

🔥 0 minutes ago

🦌 Connecticut, New Jersey, +3 more states – Remote

🦌 Connecticut – Remote 🏖️ New Jersey – Remote 🗽 New York – Remote 🍂 Massachusetts – Remote 🔔 Pennsylvania – Remote

💵 $100k - $166k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

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Sprinklr

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2010

💼 Consulting

📣 Marketing

☁️ SaaS

Consulting • Marketing • SaaS

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

• Manage customer relationships, including proactive communication, program management, representation, and expectation management • Cultivate relationships with key stakeholders and establish new customer relationships • Build customer champions and advocates who can articulate Sprinklr’s business value • Oversee the customer adoption journey and engage appropriate resources to achieve successful outcomes • Ensure customer stakeholders understand Sprinklr products, product roadmap, and new releases • Ensure customers achieve Sprinklr use cases using business metrics and data-driven insights • Co-develop customer outcome plans with agreed KPIs and success metrics • Conduct regular customer cadences focused on value realization and business priorities • Track customer health data using CSP tools, including product and feature adoption and contract consumption • Use customer health data to drive customer management activities, recommendations, and risk management • Implement repeatable playbooks and drive customer self-service capabilities • Identify adoption blockers and prescribe training, optimized workflows, or feature use • Advocate for customers with Sprinklr’s Product and Partnerships teams • Collaborate with Sales, Solutions Consultants, and cross-functional teams to identify upsell and cross-sell opportunities • Analyze customer organizations, objectives, financial reports, market conditions, technologies, vendors, solutions, and partners to identify expansion opportunities • Monitor the competitive landscape, market trends, and technology industry trends • Advocate for customers during implementation of new features, products, and integrations to ensure use cases, scope, and timelines are achieved

🎯 Requirements

• 4+ 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 • Experience working across multiple lines of business to deliver organization-wide impact • Ability to analyze customer usage data, KPIs, and health indicators and translate findings into actionable recommendations • Demonstrated experience and/or knowledge of marketing automation technologies, contact center technologies, digital transformation, AI solutions, market research and insights, business analytics, emerging technologies, and data management platforms and technology • Strong program management experience overseeing large, cross-functional teams • Ability to explain complex technical concepts in business-friendly terms and map business requirements into technical features • Interest in continuously learning about the technology industry, customer experience technologies, technology platforms and solutions, AI advancement, and trends with top global brands • Exceptional communication and presentation skills, including the ability to communicate and influence at executive and C-level • Ability to travel between 25-50% of the time • Candidates local to clients strongly preferred • Bachelor’s degree from an accredited college or university, or relevant experience • Project Management Professional certification (PMP, PMI-PMP, LSS) a plus

🏖️ Benefits

• Voluntary healthcare coverage for employees and families where applicable • Paid time off • Open Mentoring Program • 401k plan with 100% vested company contributions • Flexible paid time off • Paid holidays • Generous caregiver and parental leaves • Life and disability insurance • Medical, dental, vision, and prescription drug coverage • Discretionary bonus plan, commission plan, and/or equity plan eligibility depending on role