Sr. Customer Success Manager - CCaaS

Sprinklr’s Customer Organization focuses on four strong pillars of Client Experience, Operational Excellence, Profitable Growth and Team & Culture.

Sprinklr’s Customer Success Managers (CSMs) align highly skilled expertise, thought leadership and program management to align Sprinklr solutions to customers biggest challenges. With a bias towards action and ability to deliver organizational-wide impact, the Sr. CSM develops and program manages a plan to empower the customer to do things differently and better using Sprinklr.

The Sr. CSM is able expertly program manage and prioritize initiatives across a portfolio of customers by developing a deep understanding of their customers business, processes, teams and technical architectures (tech stacks); this enables the Sr. CSM to prescribe use of Sprinklr products and features to solve high level business challenges and resolve organizational inefficiencies. The Sr. CSM’s deep knowledge of Sprinklr’s product and solutions is paired with domain and industry expertise, business acumen, exceptional communication and program management skills, positioning the Sr. CSM to take a consultative approach in informing and actioning on partnership strategy plans.

Directly responsible for:

• Customer relationship accountability, to which proactive communication, program management, representation and expectation management is foundational.

  • Cultivate relationships with key stakeholders across customer organizations and establish new relationships, directly or by introducing Sprinklr executives and product leadership.

  • Build customer champions and advocates to ensure clients can articulate and understand the value Sprinklr is driving to their business.

  • Oversee customer adoption journey, ensuring appropriate resources are engaged, and effective solutions are implemented, at each stage of the lifecycle to achieve successful outcomes.

  • Ensure awareness of Sprinklr’s product, product roadmap and new releases to all relevant customer stakeholders, in the context of the customer stakeholder’s role, current and prescribed future use cases of Sprinklr.

• Customer’s product adoption, realized value, and ROI from Sprinklr: Ensuring customer’s achievement of Sprinklr use cases, validated with business metrics and data-driven insights.

  • Co-develop customer outcomes plan to deliver on agreed KPI’s and success metrics. Conduct regular customer cadences to align on value realization, agreed business priorities, and provide thought leadership specific to client’s evolving business needs.

  • Meticulously track customer health data using CSP tools, including; product and feature adoption, and consumption against Sprinklr contract commitments. Accountable in using customer health data to drive customer management activities, inform recommendations and manage risk.

• Customer Empowerment and Enablement: Implementing repeatable playbooks to create a strong and functional operating state.

  • Drive customer self-service capabilities to reduce costs, drive scale and ensure increased usage, stickiness and customer retention.

  • Proactively identify adoption blockers and prescribe training curriculum and/or more optimized workflows or feature use to eliminate consumption risk. Empower customer in using Sprinklr to minimize redundant workflows, processes and resources.

  • Advocate for the customer with Sprinklr’s Product Team and Partnerships Team which entails identifying product enhancements, opportunities and paths to solutions that require development and sometimes third-party partners.

• Increasing revenue from customers. Collaborate with the Sales, Solutions Consultant, & other cross-functional teams to identify upsell and cross-sell opportunities.

  • Develop a deep understanding of the customer’s organization, corporate objectives, financial earnings reports and insights, news, market conditions, industry, use of technologies, vendors and solutions, and partners to; identify opportunities to expand their use of Sprinklr products and to consolidate their tech stack using Sprinklr. Stay apprised as things change.

  • Awareness of competitive landscape, competitive solutions, market and tech industry trends to identify risk and threats.

  • Advocate for customer during Implementation of new features, products or integrations to ensure use case, scope and timelines are achieved.
     

Preferred qualifications & skills:

• Minimum of 6 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, working across multiple lines of business to deliver organization-wide impact, often breaking through legacy silos.

• Ability to analyze customer’s usage data, KPIs and health indicators to identify opportunities for improvement and translate into actionable recommendations, plan and path to solutions.

• Demonstrated experience and/or knowledge of marketing automation technologies, or 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 to ensure timely execution of deliverables.

• Proven ability to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners, as well as mapping business requirements into technical features.

• Interest in continuously learning and advancing understanding of tech industry, customer experience technologies, technology platforms and solutions, AI advancement, and trends with top global brands

• Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization, including executive and C-level.

• Ability to travel between 25-50% of the time. Candidates local to clients strongly preferred.

• Project Management Professional certification (PMP, PMI-PMP, LSS) a plus.

• Bachelor’s degree from an accredited college or university, or relevant experience.