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 Technical Account Manager. We look forward to connecting with you and thank you for your interest in a position at Sprinklr!
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The Technical Account Manager is a designated client resource responsible for providing technical Account planning, program management and oversight for key client initiatives and projects requiring integration, product development, and/or customization to achieve Positive Business Outcomes (PBOs). The TAM first ensures that these initiatives and projects align closely with the client's strategic priorities and Sprinklr's product capabilities. Secondly, these initiatives and projects are completed on time and within specifications with extremely high-quality deliverables.
The TAM will ensure the optimum mix of schedule, performance, and product supportability throughout the life cycle (design, development, testing and evaluation, and production) of each program and will analyze problem solutions and present a case for the recommended solutions with a detailed analysis of risks and return on investment (ROI).
The TAM acts as a technical lead and Sprinklr subject matter expert. It is responsible for working with our client's business functional areas to deliver technical solutions in the form of new and enhanced products and integrations.
Responsibilities
- Technical advisor and represent the 'voice of the customer within Sprinklr to inform and influence engineering, build a bridge between client and product, and help accelerate customer deployment and ongoing business outcomes.
- Delivers upon client-specialized key initiatives which require integration, product development, and/or customization to achieve Positive Business Outcomes (PBOs)
- Manages and appropriately escalates: delivery impediments, risks, issues, and changes associated with Sprinklr product development initiatives
- Ability to lead and motivate cross-functional teams and interact with all levels
- Analysis, planning, development of requirements documents, building functional models, procedures, functional architectures, and other related management and technical duties.
- Assign and monitor the work of Sprinklr client-assigned technical personnel, ensuring that project steps are in alignment with business objectives
- Defines project scope, deliverables, roles and responsibilities in collaboration with client stakeholders and business partners
- Designs and implements processes to monitor and control resources, risks and value to Business Objectives.
- Establishes, plans, and executes significant milestone reviews and decision gates with client stakeholders to complete the project life cycle.
- Ensures all the required Sprinklr deliverables are produced and reviewed, including the technical leadership of requirements management, design, implementation, system integration, verification, test, quality assurance, delivery, operations, and sustainment of the technical solution
- Excellent verbal and written communication skills and the ability to interact professionally with a diverse group of product managers and subject matter experts
- Identifies, clarifies and communicates project vision, goals and objectives and how these support client strategic objectives
- Manage scope throughout the project duration. Maintains accurate program estimates, timelines, project plans, and status reports Manage and track team velocity, financials, and other KPIs with the plan and published progress reports.
- Resolves conflicts by demonstrating leadership and appropriate decision-making competencies
- Responsible for complex program management tasks and developing standards and processes for scheduling, administration, and accounting.
- Understands, tracks and articulates issues/risks/action items; works with responsible product managers to address the items promptly; updates the appropriate client stakeholders as needed.
Qualifications
- 5-7+ years of Technical Account Manager experience with gradually increasing responsibilities and a demonstrated understanding of Project Management processes, artefacts and tools
- Knowledge of REST/JSON API to facilitate System Integrations
- Knowledge of the following software languages: JavaScript, Java, Ruby, Python
- Knowledge of Common Enterprise Software Platforms: SFDC, Dynamics, Adobe, Oracle, SAP, ServiceNow, etc.
- High-level knowledge of relational databases and NoSQL
- Complete understanding of software development lifecycle best practices
- Ability to independently manage the operational aspects of ongoing projects and serves as a liaison between client stakeholders and Sprinklr product managers
- An ability to drive to big-picture goals and milestones while valuing and maintaining strong attention to detail
- An ability to quickly identify and drive to the optimal solution when presented with a series of constraints
- Excellent judgment, analytical thinking, and problem-solving skills
- Experience in business process mapping or operational redesign/improvement
- Knowledge of both theoretical and practical aspects of project management
- Self-motivated individual that possesses excellent time management and organizational skills
- Strong cross-functional collaboration skills, relationship-building skills and ability to achieve results without direct reporting relationships
- Strong oral and written communication skills
- Strong sense of personal responsibility and accountability for delivering high-quality work.
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.