Sr. Customer Success Manager - 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
 

Sprinklr’s Customer Organization focuses on four strong pillars of Client Experience, Operational Excellence, Profitable Growth and Team & Culture.

Sprinklr’s Customer Success Managers (CSMs) align highly skilled expertise, thought leadership and program management to align Sprinklr solutions to customers biggest challenges. With a bias towards action and ability to deliver organizational-wide impact, the CSM develops and program manages a plan to empower the customer to do things differently and better using Sprinklr.

The CSM is able expertly program manage and prioritize initiatives across a portfolio of customers by developing a deep understanding of their customers business, processes, teams and technical architectures (tech stacks); this enables the CSM to prescribe use of Sprinklr products and features to solve high level business challenges and resolve organizational inefficiencies. The CSM’s deep knowledge of Sprinklr’s product and solutions is paired with domain and industry expertise, business acumen, exceptional communication and program management skills, positioning the CSM to take a consultative approach in informing and actioning on partnership strategy plans.

Directly responsible for:

• Customer relationship accountability, to which proactive communication, program management, representation and expectation management is foundational.
  • Cultivate relationships with key stakeholders across customer organizations and establish new relationships, directly or by introducing Sprinklr executives and product leadership.
  • Build customer champions and advocates to ensure clients can articulate and understand the value Sprinklr is driving to their business.
  • Oversee customer adoption journey, ensuring appropriate resources are engaged, and effective solutions are implemented, at each stage of the lifecycle to achieve successful outcomes.
  • Ensure awareness of Sprinklr’s product, product roadmap and new releases to all relevant customer stakeholders, in the context of the customer stakeholder’s role, current and prescribed future use cases of Sprinklr.
• Customer’s product adoption, realized value, and ROI from Sprinklr: Ensuring customer’s achievement of Sprinklr use cases, validated with business metrics and data-driven insights.
  • Co-develop customer outcomes plan to deliver on agreed KPI’s and success metrics. Conduct regular customer cadences to align on value realization, agreed business priorities, and provide thought leadership specific to client’s evolving business needs.
  • Meticulously track customer health data using CSP tools, including; product and feature adoption, and consumption against Sprinklr contract commitments. Accountable in using customer health data to drive customer management activities, inform recommendations and manage risk.
• Customer Empowerment and Enablement: Implementing repeatable playbooks to create a strong and functional operating state.
  • Drive customer self-service capabilities to reduce costs, drive scale and ensure increased usage, stickiness and customer retention.
  • Proactively identify adoption blockers and prescribe training curriculum and/or more optimized workflows or feature use to eliminate consumption risk. Empower customer in using Sprinklr to minimize redundant workflows, processes and resources.
  • Advocate for the customer with Sprinklr’s Product Team and Partnerships Team which entails identifying product enhancements, opportunities and paths to solutions that require development and sometimes third-party partners.
• Increasing revenue from customers. Collaborate with the Sales, Solutions Consultant, & other cross-functional teams to identify upsell and cross-sell opportunities.
  • Develop a deep understanding of the customer’s organization, corporate objectives, financial earnings reports and insights, news, market conditions, industry, use of technologies, vendors and solutions, and partners to; identify opportunities to expand their use of Sprinklr products and to consolidate their tech stack using Sprinklr. Stay apprised as things change.
  • Awareness of competitive landscape, competitive solutions, market and tech industry trends to ident