[Hiring] Senior Managed Services Consultant @Sprinklr

Role Description

Our Managed Services Team at Sprinklr is responsible for driving product retention, consumption, adoption, and growth across a global portfolio of customers. We believe that listening and developing a deep understanding of each customer's objectives, together with the application of purpose-built solutions to address those requirements at scale, is the winning formula for long-term success and growth of the business.

Our execution is defined by the 3 focus areas or ‘Obsessions’:

• Customer Obsession: Going the full distance in understanding what value means to each member of the customer's organization.
• Product Obsession: Developing and refining our technology as a way of life.
• Learning Obsession: Constantly empowering every team member to reach their full potential.

We believe that our clear vision and robust global execution will enable us to make our customers ‘happier’.

What You'll Do

• Deliver Value: Communicate the value associated with the customer’s investment in Sprinklr solutions to guarantee retention & customer growth.
• Drive Adoption: Encourage usage of new products and features across multiple business units, teams, and markets within a single customer.
• Establish Relationships: Build and nurture relationships built on trust with every new customer, develop client and agency champions, and identify key stakeholders.
• Strategic Business Partner: Act as your customer’s day-to-day strategic advisor who understands their business challenges.

What Are Your Responsibilities

• 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; design and configure appropriate solutions.
• Provide oversight on any additional enablement of the software deployment to align with current architecture and future client needs.
• Proactively identify opportunities to improve operational efficiencies and find suitable entities which could benefit from utilizing 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.
• Provide ongoing training support and ad hoc training sessions to 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.

Qualifications

• 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 mindset 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 devise & implement 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.
• Intrinsically motivated to tackle unique client use cases and committed to client delight.
• Ability to interpret industry trends across different verticals & lines of businesses.
• Advanced analytical skills with proven competency in data tools & methodologies.
• 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 social media management software is preferred.
• Strong time management skills including the ability to prioritize tasks and maintain accurate time tracking for billing purposes.

You Know You're Successful If

• The depth, breadth, and frequency of customer platform adoption starts strong and keeps climbing.
• Your customers acknowledge Sprinklr value, renew their product offerings & add new licenses, modules, and services to their package.
• You constantly come up with new strategies that are adopted by your clients and peers.
• Your stakeholders participate in Sprinklr events, references, and case studies.
• Your platform and industry knowledge makes you a trusted advisor both internally and externally.

Benefits

• Comprehensive suite of benefits designed to help each member of our team thrive.
• 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.