Senior Customer Success Manager – 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
 

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 meaningf