Customer Success Director

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
 

Customer Success Director– Core

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.

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 as a reliable consultant by providing 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

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 meaningful feedback for use-case and product enhancement, and continuous service improvement

• Collaborate with the extended team to identify upsell and cross-sell opportunities, while proactively planning and executing against risks to achieve targeted retention and growth metrics.

What We Are Looking For

• The ideal candidate will have worked as a Technical Account Manager, Customer Success/Client Services Manager or similar, with deep industry knowledge and direct experience in digital channels, advertising and social media

• You have 10+ years of relevant work experience in a customer-facing role managing enterprise customers with global reach, including experience working in corporate marketing with global brands, tier-one advertising agencies, or social platform providers/OEMs

• Proven experience and/or knowledge in AI solutions, marketing automation technologies, insights and research, business intelligence, and analytics. Experience in CCaaS and/or Ad agency is a plus.

• You have proven experience guiding customers through a complex technical landscape to achieve targeted business outcomes with the ability to translate highly technical issues to a non-technical audience.

• You have extensive experience building, managing and delivering executive business reviews and engaging customer C-suite executives to align with their strategic goals and priorities.

• Ability to manage and oversee large cross-functional teams, spread across multiple functions and divisions, to ensure timely execution of deliverables to showcase value to the client

• Bachelor’s degree from an accredited college or university, or relevant experience.

• Ability to travel between 25-50% of the time. Candidates local to clients strongly preferred.

Why You'll Love Sprinklr:

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