Sr. Success Manager

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 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.

• Work closely with multiple teams (sales, support, product success, services & others) within Sprinklr to derive the most optimal outcome for customers’ needs.

Who You Are & What Makes You Qualified

• 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.