Senior Technical Success Specialist - East

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 here: The Sprinklr Way.

Job Description
 

The Senior Technical Success Specialist is a senior, customer-facing expert within Sprinklr’s Customer Organization, responsible for maximizing platform value for our most strategic accounts. This role combines deep technical acumen with the ability to audit usage, surface blockers, and drive alignment across customer and internal teams. Success Specialists are value translators and solution advisors—articulating what great platform usage looks like, identifying gaps, and holding stakeholders accountable to close them. Focused on either Core (Marketing, Social, Ads, Insights) or Service (Care, Contact Center) domains (https://www.sprinklr.com/products/), this role is critical to ensuring Sprinklr is adopted at scale, configured for resilience, and delivering measurable business outcomes. 

What You'll Do 

Note: Each Technical Success Specialist specializes in either Core (Marketing, Social, Ads, Insights) or Service (Care, Contact Center). All activities below apply to both tracks but will be executed within the Architect’s assigned domain. 

Platform Health & Configuration Strategy 

• Conduct comprehensive configuration audits—reviewing tagging frameworks, governance models, automation rules, permissions, routing, and taxonomy alignment. 

• Deliver structured health check readouts and platform scorecards to customer stakeholders, paired with prioritized recommendations for improvement. 

• Lead platform re-architecture efforts where needed to optimize scalability, usability, and performance. 

Integration Architecture & Data Flow 

• Understand integrations with adjacent systems (CRM, DAM, WFM, Telephony, Analytics, Ad Platforms, DMPs, etc.) and identify failure points, performance issues, or architectural bottlenecks that need to be addressed. 

• Facilitate technical workshops to align Sprinklr capabilities with broader enterprise system design and data strategies. 

AI/Automation Optimization 

• Review and tune AI capabilities—intent libraries, NLP accuracy, Smart Response suggestions, automation rules, bot flows, and classifiers—based on customer-specific use cases. 

• For Core: Tune AI-driven campaign tagging, content classifiers, sentiment analysis, and automated publishing logic. 

• For Service: Optimize agent assist models, routing configurations, auto-responses, and self-service flows to improve CSAT, AHT, and containment. 

Workflow & KPI Rationalization 

• Conduct workflow audits to identify redundant processes, manual inefficiencies, and misaligned configurations. 

• For Core: Rationalize campaign setup, publishing governance, brand taxonomy, and listening classification flows. 

• For Servi