Senior Customer Success Manager (SaaS/CCaaS)

<p><span>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&amp;G, Samsung and more than 50% of the Fortune 100.</span></p><p></p><p><span>Learn more about our culture and how we make our employees happier through</span> <b><u><a href="http://get.sprinklr.com/hubfs/SprinklrWay.pdf" rel="noopener noreferrer" target="_blank">The Sprinklr Way</a></u></b>.</p><p></p><p></p><h2><b>Job Description</b></h2><p></p><p></p><p><span><span>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 Customer Success Manager. We look forward to connecting with you and thank you for your interest in a position at Sprinklr!</span></span></p><p></p><p><span><span>The Success Manager manages Sprinklr’s largest customers and is the primary link between Sprinklr and our customer teams. In this position, you will ensure that Sprinklr customers maximize their investment in Sprinklr, equip them to pursue their strategic </span><span>objectives</span><span>, and help them achieve their desired business goals </span><span>leveraging</span><span> the Sprinklr platform. </span></span><span> </span></p><p><span> </span></p><p><span><span>The core CSM </span></span><span><span>possesses</span><span> both the technical knowledge as well as the business consulting acumen to work through complex use cases while understand the business and technology landscape to maximize the impact of Sprinklr’s </span><span>core</span><span> offerings for our customers</span><span>.</span></span><span><span>  </span></span><span> </span></p><p><span> </span></p><p><b><span>What You Will Do:</span></b><span> </span></p><ul><li><p><span><span>Empower Sprinklr’s largest enterprise customers to </span><span>optimize</span><span> </span></span><span>their </span><span><span>customers’ digital experiences and achieve their business </span><span>objectives</span><span> through the adoption of Sprinklr. </span></span><span> </span></p></li></ul><ul><li><p><span><span>Act as a business consultant, with deep technical </span><span>expertise</span><span> to build success plans that document how Sprinklr technology is solving high level business pain, developing solution </span><span>recommendations</span><span> and aligning on meaningful metrics to </span><span>validate</span><span> business outcomes. </span></span><span> </span></p></li></ul><ul><li><p><span><span>Drive adoption, increase product stickiness, improve customer satisfaction, and cultivate Sprinklr advocates to ensure retention and growth</span></span><span> </span></p></li></ul><ul><li><p><span><span>Drive business outcomes and maturity within the customer organization through change management, governance, ongoing </span><span>training</span><span> and educatio</span><span>n</span></span><span> </span></p></li></ul><ul><li><p><span><span>Proactively </span><span>identify</span><span>, </span><span>plan</span><span> and execute against risk to achieve targeted retention and growth metrics</span><span>.  </span><span>Own the renewal</span><span> </span></span><span> </span></p></li></ul><ul><li><p><span><span>Build cross-functional and executive level customer relationships to ensure clients can articulate and understand the value Sprinklr is driving to their business. </span></span><span> </span></p></li></ul><ul><li><p><span><span>Develop a mutual technology roadmap to help grow customers sophistication with Sprinklr and expand into whitespace opportunities as a critical member of the account team</span></span><span> </span></p></li></ul><ul><li><p><span><span>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.</span></span><span> </span></p></li></ul><ul><li><p><span><span>Serve as the Voice of the Customer, advocating for your clients’ needs within Sprinklr.</span></span><span> </span></p></li></ul><ul><li><p><span><span>Build and foster strong cross-functional working relationships with Sales, Services, Support, Product </span><span>Management</span><span> and senior <span>leadership  </span></span></span><span> </span></p></li></ul><ul><li><p><span><span>Partner with sales to </span><span>identify</span><span> upsell, and cross-sell opportunities within assigned client accounts.</span></span><span> </span></p></