Sprinklr is a leading enterprise software company for all customer-facing functions. With advanced AI, Sprinklr's unified customer experience management (Unified-CXM) platform helps companies deliver human experiences to every customer, every time, across any modern channel. Headquartered in New York City with employees around the world, Sprinklr works with more than 1,000 of the world’s most valuable enterprises — global brands like Microsoft, P&G, Samsung and more than 50% of the Fortune 100.
Learn more about our culture and how we make our employees happier through The Sprinklr Way.
Senior Customer Success Manager – CCaaS
The Success Manager is accountable for Sprinklr’s largest customers, serving as the main liaison between Sprinklr and its clients. In this role, you will help customers maximize their investment in Sprinklr, guiding and empowering them to achieve their business goals and strategic objectives using Sprinklr’s capabilities.
As a CCaaS CSM you will utilize both the technical knowledge as well as business consulting acumen within the Contact Center space to work through complex use cases while understanding the business and technology landscape to maximize the impact of Sprinklr’s Service offerings for our customers.
What You Will Do:
Customer Success Strategy and Consulting
Empower Sprinklr’s largest enterprise customers to optimize their customers’ digital experiences and achieve their business objectives through the adoption and consumption of Sprinklr.
Act as a business consultant, developing a solid understanding of the customer’s pain-points and objectives by creating business linkage to Sprinklr’s product and platform
Guide the customer through insightful leadership through specialized industry and domain knowledge.
Build cross-functional and executive level customer relationships to ensure clients can articulate and understand the value Sprinklr is driving to their business.
Conduct regular customer cadences to align on value realization, align on agreed business priorities, and provide thought leadership specific to client’s evolving business needs.
Cultivate Sprinklr advocates and referenceable customers
Align to The Sprinklr Way by helping to create a company-wide culture focused on customer success and client delight across the organization.
Customer Journey Execution
Act as the post-sale leader for your assigned territory working across the extended account team and cross-functional resources.
Diligently oversee the customer adoption journey at every phase, ensuring the appropriate resources are involved at each stage of the lifecycle to achieve successful outcomes.
Engage early with new customers to ensure a quality implementation and onboarding experience.
Deliver product education around feature functionality and capability, aligning the customer’s business needs to Sprinklr’s offerings and roadmap.
Provide consistent and meaningful feedback for use-case and product enhancement, and continuous service improvement
Collaborate with the extended team to identify upsell and cross-sell opportunities, while proactively planning and executing against risks to achieve targeted retention and growth metrics.
What We Are Looking For
The ideal candidate will have worked as a Technical Account Manager, Customer Success/Client Services Manager or similar, with deep industry knowledge and direct experience in Contact Center technologies
Strong working knowledge of voice PBX/carrier interconnection and migration architecture
Experience with cloud contact center technologies ranging from IP telephony, intelligent routing, workflow automation, conversational AI, workforce optimization, outbound engagement, social media engagement, digital (DX), unified communications (UC) and analytics.
You have 8-10 years of relevant work experience in a customer-facing role managing enterprise customers with global reach, including experience leading digital transformation efforts at an enterprise level.
You have proven experience guiding customers through a complex technical landscape to achieve targeted business outcomes with the ability to translate highly technical issues to a non-technical audience.
You have extensive experience building, managing and delivering executive business reviews and engaging customer C-suite executives to align with their strategic goals and priorities.
Bachelor’s degree from an accredited college or university, or relevant experience.
Ability to travel between 25-50% of the time. Candidates local to clients strongly preferred.
Why You'll Love Sprinklr:
We're committed to creating a culture where you feel like you belong, are happier today than you were yesterday, and your contributions matter. At Sprinklr, we passionately, genuinely care. For full-time employees, we provide a range of comprehensive health plans, leading well-being programs, and financial protection for you and your family through a range of global and localized plans throughout the world.
For more information on Sprinklr Benefits around the world, head to https://sprinklrbenefits.com/ to browse our country-specific benefits guides.
We focus on our mission: We founded Sprinklr with one mission: to enable every organization on the planet to make their customers happier. Our vision is to be the world’s most loved enterprise software company, ever.
We believe in our product: Sprinklr was built from the ground up to enable a brand’s digital transformation. Its platform provides every customer-facing team with the ability to reach, engage, and listen to customers around the world. At Sprinklr, we have many of the world's largest brands as our clients, and our employees have the opportunity to work closely alongside them.
We invest in our people: At Sprinklr, we believe every human has the potential to be amazing. We empower each Sprinklrite in the journey toward achieving their personal and professional best. For wellbeing, this includes daily meditation breaks, virtual fitness, and access to Headspace. We have continuous learning opportunities available with LinkedIn Learning and more.
EEO - Our philosophy: Our goal is to ensure every employee feels like they belong and are operating in a judgment-free zone regardless of gender, race, ethnicity, age, and lifestyle preference, among others. We value and celebrate diversity and fervently believe every employee matters and should be respected and heard. We believe we are stronger when we belong because collectively, we’re more innovative, creative, and successful.
Sprinklr is proud to be an equal-opportunity workplace and is an affirmative-action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. See also Sprinklr’s EEO Policy and EEO is the Law.
Compensation Range
- -The base salary range for this role at minimum, midpoint and maximum is shown above. It is not typical for a candidate to be hired close to or at the maximum of the salary range. At Sprinklr, base pay depends on multiple individualized factors, including experience, qualifications, job-related knowledge and skills, and geographic location. Base pay also depends on the relative experience, knowledge, skills to our internal peers in the role. Base pay is only one part of our competitive Total Rewards package: the successful candidate may also be eligible to participate in Sprinklr’s discretionary bonus plan, commission plan and/or equity plan, depending on role.
US-based Sprinklr employees are eligible for a highly competitive benefits package as well, which demonstrates our commitment to our employees’ health, well-being, and financial protection. The US-based benefits include a 401k plan with 100% vested company contributions, flexible paid time off, holidays, generous caregiver and parental leaves, life and disability insurance, and health benefits including medical, dental, vision, and prescription drug coverage.
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