Success Director - Strategic Accounts - Seattle - Individual Contributor Role

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
 

The Sprinklr Customer Success Team! 

NOTE: This is an Individual Contributor role this role will NOT have direct reports.

The Success Director - Strategic Accounts is the primary link between Sprinklr and our largest customers. In this position, you will guide Sprinklr customers to build valuable solutions within the Sprinklr platform, equip them to deliver against their strategic objectives, and help them achieve their desired business goals. We are customer obsessed. 

What You Will Do: 

• Empower Sprinklr’s largest Strategic customers to improve their customers’ digital experiences and achieve business objectives through adoption of the Sprinklr platform.  

• Drive contract renewal growth, increase platform adoption, improve customer satisfaction, and cultivate Sprinklr champions to expand relationships and generate new opportunities.  

• Serve as the internal voice of the customer and advocate for your clients’ needs internally through professional services, support, product management and executive alignment. The Success Director owns the coordination of client outcomes across every step of the post-sales customer journey. 

• Own customer relationships and act as the conduit to internal stakeholders to deliver valuable solutions 

• Manage and track key performance indicators (KPIs) & value realized through coordinated Success Planning – to ensure exceptional and predictable results to the business. 

• Calculate risk forecasts based on product adoption; renewal closure, upsell, and cross-sell opportunities within assigned client accounts in partnership with Sales Account Executives and Solution Consultants – while achieving targeted renewal rate.  

• Leverage knowledge of the Sprinklr platform and industry best practices to craft and present strategic solutions that ensure clients achieve their goals through product utilization and provide excellent consultative support.  

• Identify opportunities for customer references and case studies.  

• Deliver a significant individual contribution while collaborating with and strengthening teammates.  

• Program Manage a POD of internal resources to build valuable platform use cases  

What We Are Looking for: 

• You have 10+ years of relevant work experience in SaaS Customer Success, Account Management, or a Strategic Consulting Organization 

• You have prior knowledge of (or willingness to learn) Social Marketing, Social Listening, Customer Care (preference for CCaaS) and Advertising technology. Bonus if you have experience working with multi-product platform technology.  

• You have comfort with preparing and delivering formal executive business reviews (EBR) to senior-level executives, with a focus on value delivered against C-level business goals & mutual technology roadmaps for growth.  

• You have run customer renewal cycles, and have a comfort level negotiating customer renewals to achieve net dollar expansion 

• You have experience using Customer Success software (such as Gainsight), CRM software (ideally Salesforce), and Microsoft Applications (PPT, Excel, Teams) and Forecasting Tools (Clari) 

• You have excellent verbal and written communication skills 

What Makes You Qualified: 

• You have achieved a Bachelor’s degree from an accredited college or university, or relevant experience 

• You drive to continuously improve Client Services across the company by helping to create a company-wide culture focused on customer success and client delight across the organization (Marketing, Product, Sales, Finance, Executive) 

Why You'll Love Sprinklr:

We're committed to creating a culture where you feel like you belong, are happier today than you were yesterday, and your contributions matter. At Sprinklr, we passionately, genuinely care. For full-time employees, we provide a range of comprehensive health plans, leading well-being