Customer Success Manager, Sprinklr
Contact Center as a Service
Unified-CXM platform
Open for applications
Unified-CXM platform
1001+ employees
Open for applications
1001+ employees
Company mission
To enable every organization on the planet to make their customers happier.
Role
Who you are
- You have 5-7 years of relevant work experience in a customer facing role managing enterprise customers with global reach
- Demonstrable hands on experience as a Consultant or CSM with UCaaS or CCaaS solutions
- Strong growth mindset and desire to learn and improve. Ability to prioritise and manage multiple internal partners and customer responsibilities
- You have experience delivering large-scale transformational programs across Fortune 100 enterprise clients, working across multiple lines of business to deliver organisation-wide impact
- You have experience building, managing and delivering formal executive business reviews (EBR’s) to executives, with a focus on quantifiable business outcomes and ROI
- A proven track record of managing and addressing risk through cross functional teaming and collaboration
- Demonstrated technical acumen, genuine curiosity, with a strong appetite to learn new and evolving technologies at a fast pace and apply them to customer’s business needs. Ability to translate highly technical issues to a non-technical audience
- Ability to travel to customer sites
What the job involves
- The Customer Success Manager manages Sprinklr’s customers and is the primary link between Sprinklr and our customer teams. In this position, you will ensure that Sprinklr customers maximise their investment in Sprinklr, equip them to pursue their strategic objectives, and help them achieve their desired business goals
- As a CcaaS CSM you will utilise both the technical knowledge as well as business consulting acumen within the Contact Centre space to work through complex use cases while understanding the business and technology landscape to maximise the impact of Sprinklr’s Service offerings for our customers
- Empower Sprinklr’s largest enterprise customers to optimise their customers’ service experiences and achieve their business objectives through the adoption of Sprinklr
- Act as a business consultant, with deep technical expertise to build success plans that document how Sprinklr technology is solving high level business pain, developing solution recommendations and aligning on meaningful metrics to validate business outcomes
- Drive adoption, increase product stickiness, improve customer satisfaction, and cultivate Sprinklr advocates to ensure retention and growth
- Drive business outcomes and maturity within the customer organisation through change management, governance, ongoing training and education
- Proactively identify, plan and execute against risk to achieve targeted retention and customer health
- Build cross-functional and executive level customer relationships to ensure clients can articulate and understand the value Sprinklr is driving to their business
- 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
- 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
- Serve as the Voice of the Customer, advocating for your clients’ needs within Sprinklr
- Build and foster strong cross-functional working relationships with Sales, Services, Support, Product Management and senior leadership
- Partner with sales to identify upsell, and cross-sell opportunities within assigned client accounts
- Align to The Sprinklr Way by helping to create a company-wide culture focused on customer success and client delight across the organisation
Salary benchmarks
Our take
Sprinklr is an established CXM provider, offering a long-standing, purpose-built platform that boasts enterprise-class security, governance and privacy. It uses a suite of professional services to ensure that customers consistently find a return on their investments and reach new levels of success as a business.
There are a number of CXM software companies on the market, including Zendesk, Satmetrix and IBM Tealeaf, all offering companies the means to manage and improve customer experience via online platforms. However, Sprinklr has drawn a number of big-name corporate clients, including Microsoft, Nike, Netflix, McDonalds, Marriott and more.
The company has also garnered enormous investments over the last decade, and is now valued at $2.9 billion. With over 1000 enterprises globally, including over 50% of the Fortune 100, the company is poised well to continue with its established success.
Steph
Company Specialist
Insights
Company
Funding (last 2 of 8 rounds)
Sep 2020
$150m
CONVERTIBLE
Sep 2020
$200m
GROWTH EQUITY VC
Total funding: $578.5m
Company benefits
- Compensation & Equity
- Health & Wellness
- Holiday & Flexible PTO
- Learning & Growth
Company values
- It's OK to make mistakes
- Sprinkle, don't shout
- Fix, don't complain
- Never, ever give up
- Passionately, genuinely care
Company HQ
Midtown South, New York, NY
Articles
Leadership
Ragy Thomas
(CEO)Joined Tata Unisys as a Senior Software Engineer in 1994 before moving to AT&T. Built Advaya, an email marketing platform, in 2000. Joined Bigfoot Interactive as CTO, and then moved to Epsilon Interactive Services Group- where he eventually took on the role of President. Has held several Board positions since, and is a frequent startup investor. Founded Lyern in 2016, and Sprinklr in 2009.
Share this job
View 16 more jobs at Sprinklr