Senior Managed Services Consultant

Job Description

• Our Managed Services Team at Sprinklr is responsible for driving product retention, consumption, adoption and growth across a global portfolio of customers. We believe that listening and developing a deep understanding of each customers’ objectives, together with the application of purpose-built solutions to address those requirements at scale, is the winning formula for long term success and growth of the business.

• Deliver Value: Be able to deliver on, and communicate the value associated with the customer’s investment in Sprinklr solutions through the Sprinklr platform to guarantee retention & customer growth.

• Drive Adoption: Drive adoption and usage of new products and features across multiple business units, teams, and markets within a single customer.

• Establish Relationships: Establish and nurture relationships built on trust with every new customer, develop client and agency champions, and identify key stakeholders.

• Strategic Business Partner: Become your customer’s day-to-day strategic advisor who understands their business challenges and can communicate the positive business outcomes of working with Sprinklr

What Are Your Responsibilities:

• Ensure that every customer derives the most value possible from the platform leading to retention and business expansion.

• Identify, comprehend and clearly articulate customers' requirements to generate an end-to-end solution to their business challenges.

• Develop a deep understanding of customer needs and tie them to specific Sprinklr use cases, product features, benefits and value propositions.

• Analyze and elevate customer’s consumption of contract, adoption of the product and generation of upsell or cross-sell.

• Act as day-to-day contact for stakeholders in brand, agencies and for System  Administrators.

• Assist world’s leading brands and their agencies in seamlessly building social media campaigns & process-flows mapped to their business needs, through Sprinklr.

• Identify platform gaps, and optimization opportunities; designing and configuring the appropriate solutions so client expectations regarding platform use-cases and functionalities are fulfilled.

• Provide oversight on any additional enablement of the software deployment to be in line with current architecture and future client needs or business requirements.

• Proactively identify opportunities to improve operational efficiencies and find suitable entities which could benefit from utilising AI to drive greater ROI.

• Establish and nurture senior level relationships built on trust, develop client champions and identify key stakeholders.

• Capture development areas for product improvement and collaborate with product managers and engineering for necessary corrective actions.

• Actively make sure you are knowledgeable on native channel’s products package.

• Work with clients to improve the social service itself and its alignment with the client's core business.

• Provide on-going training support and ad hoc training sessions to always keep  customers educated on Sprinklr’s know-hows.

• Actively make sure that you are knowledgeable on all Sprinklr software products.

What Makes You Qualified:

• 5+ years of experience in account management at a brand, agency or tech company.

• Experience in web technologies, CRM or SaaS platforms and digital marketing  experience across social platforms.

• Strong product acumen & evangelisation experience with the aptitude to learn new products.

• Analytical mind-set with attention to detail along with excellent problem-solving and critical-thinking skills.

• Ability to think independently and learn as a member of a team.

• Ability to identify and clearly articulate issues clients are facing and capability of  devising & implementing their solutions.

• Ability to work in a highly challenging & competitive environment while delivering high quality of customer service. 

• Ability to work effectively under tight deadlines and juggle several assignments & projects simultaneously, while maintaining high standard of excellence.

• Intrinsically motivated to tackle unique client use cases, passion to solve business challenges and commitment to client delight.

• Ability to interpret industry trends across different verticals & lines of businesses.

• Ability to operate in an autonomous way, engage with stakeholders across the globe and lead customers through change management. 

• Advanced analytical skills with proven competency in data tools & methodologies.

• Ability to collate, harmonise and visualise data and present the statistical merit in a business case.

• Industry specific knowledge across different verticals or lines of business preferred.