Technical Account 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.

Job Description
 

Must live in or near NYC as you will be required to be onsite with the client a few times a week.

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