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

What You'll Do

We are looking for someone who can ensure the following outcomes for every customer -

• Be able to deliver on and communicate the value associated with customer's investment in the Sprinklr platform to guarantee retention & business expansion.
• Develop a deep understanding of customer needs and tie them to specific Sprinklr use cases, product features, benefits and value propositions to generate an end-to- end solution to their business challenges.
• Understand customer's current Sprinklr infrastructure and ensure maximum business value is realized by the customer through consultative support, trainings, value check-ins, business reviews and optmization of end user experience.
  
  Build Champions:

• Become your customer's day-to-day strategic advisor who understands their business challenges & can communicate positive business outcomes of working with Sprinklr.
• Establish and nurture relationships at senior levels, built on trust with every new customer, develop client and agency champions, and identify key stakeholders.
• Cultivate Sprinklr's advocates to generate new business & identify opportunities for customer references and case studies.
  
  Drive Adoption:

• Empower Sprinklr customers to improve their end-customers' digital experiences and achieve business objectives through adoption of the Sprinklr product.
• Drive consumption and adoption of new products and features across multiple business units, teams and markets within a single customer.
• Proactively identify opportunities to improve operational efficiencies and find suitable entities which could benefit from utilising AI to drive greater ROI.
• Be hands-on on the platform, knowledgeable on all Sprinklr software products as well as native channel's products package and updated on Sprinklr's latest features.
  
  Account Governance:

• Manage and track key performance indicators, including retention, consumption, use- case adoption and business expansion, to ensure exceptional & predictable results.
• Establish strong operational discipline, with commitment to regular & productive value check-ins with customers, executive business reviews and early warning risk indicator fulfilment, to elevate customer satisfaction.
• Calculate risk forecasts based on product adoption; close renewal, upsell & cross-sell opportunities within assigned client accounts, while achieving targeted renewal rate.
  
  Stakeholder Management:

• Be a customer advocate within Sprinklr providing feedback to engineering teams to improve, identify and develop new features & products.
• Serve as the internal voice of the customer and advocate for your customers' needs for services, support, product management and/or executive alignment.

• 3+ years of experience in B2B SaaS customer success and account management.
• 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 & feature sets.
• Excellent written and verbal communication skills. Multilingual skills (French, German,
  
  Spanish, Japanese 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 & visualise data and present the statistical merit in a
  
  business case.
• Industry specific knowledge across different verticals or lines of business preferred.
• Demonstrated experience 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.
• 3 or 4-year college or university degree in technical or engineering discipline with 1
  
  or 2-year of master's degree.
• Flexibility to work with our customers in North America time zone is key.
  
  You Know You're Successful If

• Your customers acknowledge Sprinklr value, renew their product offerings & add new licences, modules and services to their package.
• The depth, breadth and frequency of customer platform adoption starts strong and keeps climbing.
• You constantly come up with new strategies that are adopted by your clients & peers and helps you expand into new business units within your customer ecosystem.
• Your stakeholders participate in Sprinklr events, references and case studies.