Senior Customer Success Manager (SaaS/CCaaS)

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.

Job Description

By applying to this position please understand that you are not applying to an active current opening at Sprinklr but you are adding yourself to a talent pool. We use talent pools to connect with potential candidates for future opportunities. Please see the job description below to see what we typically look for when hiring for a Customer Success Manager. We look forward to connecting with you and thank you for your interest in a position at Sprinklr!

The Success Manager manages Sprinklr’s largest customers and is the primary link between Sprinklr and our customer teams. In this position, you will ensure that Sprinklr customers maximize their investment in Sprinklr, equip them to pursue their strategic objectives, and help them achieve their desired business goals leveraging the Sprinklr platform. 

The core CSM possesses both the technical knowledge as well as the business consulting acumen to work through complex use cases while understand the business and technology landscape to maximize the impact of Sprinklr’s core offerings for our customers. 

What You Will Do: 

• Empower Sprinklr’s largest enterprise customers to optimize their customers’ digital experiences and achieve their business objectives through the adoption of Sprinklr. 
• Act as a business consultant, with deep technical expertise to build success plans that document how Sprinklr technology is solving high level business pain, developing solution recommendations and aligning on meaningful metrics to validate business outcomes. 
• Drive adoption, increase product stickiness, improve customer satisfaction, and cultivate Sprinklr advocates to ensure retention and growth 
• Drive business outcomes and maturity within the customer organization through change management, governance, ongoing training and education 
• Proactively identify, plan and execute against risk to achieve targeted retention and growth metrics. Own the renewal 
• Build cross-functional and executive level customer relationships to ensure clients can articulate and understand the value Sprinklr is driving to their business. 
• Develop a mutual technology roadmap to help grow customers sophistication with Sprinklr and expand into whitespace opportunities as a critical member of the account team 
• 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. 
• Serve as the Voice of the Customer, advocating for your clients’ needs within Sprinklr. 
• Build and foster strong cross-functional working relationships with Sales, Services, Support, Product Management and senior leadership 
• Partner with sales to identify upsell, and cross-sell opportunities within assigned client accounts. 
• Align to The Sprinklr Way by helping to create a company-wide culture focused on customer success and client delight across the organization. 

What We Are Looking For 

• You have excellent communication skills in German and English, written and verbal
• You have knowledge or experience in digital channels, advertising and social media 
• Demonstrated experience and/or knowledge of marketing automation technologies, digital transformation, corporate insights and research and emerging technologies, including AI 
• Familiarity with CRM, business intelligence and analytics 
• You have 8-10 years of relevant work experience in a customer facing role managing enterprise customers with global reach 
• Strong growth mindset and desire to learn and improve. Ability to prioritize and manage multiple internal partners and customer responsibilities 
• You have experience delivering large-scale transformational programs across Fortune 100 enterprise clients, working across multiple lines of business to deliver organization-wide impact 
• You have extensive experience building, managing and delivering formal executive business reviews (EBR’s) to C-level executives, with a focus on quantifiable business outcomes and ROI 
• Accountable for overall customer health and have a proven track record of managing and addressing risk through cross functional collaboration. 
• Demonstrated technical acumen, genuine curiosity, with a strong appetite to learn new and evolving technologies at a fast pace and apply them to customer’s business needs. Ability to translate highly technical issues to a non-technical audience. 
• 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.

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