Sr Managed Services Consultant

Sr Managed Services Consultant

Job Description

Meet our Managed Services Team!

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 customers’ 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’. Our Customer Obsession is going the full distance in understanding what value means to each member of the customers’ organization. Our Product Obsession is developing and refining our technology as a way of life. Our Learning Obsession is 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

• We are looking for someone who can ensure the following outcomes for every customer -
• Deliver Value: Be able to deliver on, and communicate the value associated with the customer’s investment in Sprinklr solutions through the Sprinklr platform to guarantee retention & customer growth.
• Drive Adoption: Drive adoption and usage of new products and features across multiple business units, teams, and markets within a single customer.
• Establish Relationships: Establish and nurture relationships built on trust with every new customer, develop client and agency champions, and identify key stakeholders.
• Strategic Business Partner: Become your customer’s day-to-day strategic advisor who understands their business challenges and can communicate the positive business outcomes of working with Sprinklr.

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; designing and configuring the appropriate solutions so client expectations regarding platform use-cases and functionalities are fulfilled.
• 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.
• Actively make sure that you are knowledgeable on all Sprinklr software products.
• Identify opportunities for customer references and case studies.
• Maintain platform relevancy according to changes in business needs.

Who You Are & What Makes You Qualified

• 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 mind-set 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 capability of devising & implementing their 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, while maintaining high standard of excellence.
• Intrinsically motivated to tackle unique client use cases, passion to solve business challenges and commitment to client delight.
• Ability to interpret industry trends across different verticals & lines of businesses.
• Ability to operate in an autonomous way, engage with stakeholders across the globe and lead customers through change management.
• Advanced analytical skills with proven competency in data tools & methodologies.
• Ability to collate, harmonise and visualise data and present the statistical merit in a business case.
• Industry specific knowledge across different verticals or lines of business preferred.
• 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 a 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 licences, 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.

We focus on our mission: Sprinklr was founded in 2009 to solve a big problem: growing enterprise complexity that separated brands from their customers. Our vision was clear: to unify fragmented teams, tools and data — helping large organizations build deeper, more meaningful connections with the people they serve. Today, Sprinklr has a unified, AI-native platform for four product suites: Sprinklr Service, Sprinklr Social, Sprinklr Marketing, and Sprinklr Insights. Sprinklr is here to do three things:

Lead a new category of enterprise software that we call Unified-CXM.

Empower companies to deliver next generation, unified engagement journeys that reimagine the customer experience.

Create a culture of customer obsession, with trust, teamwork, and accountability.

We believe in our product: Customers who value exceptional customer experiences have what they need on our single unified platform, built with an operating system approach on a single codebase. That means that everything — and everyone — can work together to service, respond, sell, and market to customers on the channels they prefer. While Unified Customer

Experience

• Management (Unified-CXM) as a category is just getting started, we are well on our way to creating a no-compromise, unified approach to better customer experiences for the world’s leading enterprise brands.

• We invest in our people: We offer a comprehensive suite of benefits designed to help each memb