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 Success Team
Our execution is defined by the 3 focus areas, or Obsessions:
Customer Obsession: Going the full distance in understanding what value means to each member of the customers' organization.
Product Obsession: Developing and refining our technology as a way of life.
Learning Obsession: Constantly empowering every team member to reach their full potential.
We believe that our clear vision and robust global execution will enable us to make our customers 'happier.'
What You'll Do You will be the owner for your book of business and drive product retention, consumption, adoption, engagement, and growth for a set of customers.
Deliver Value: Be able to deliver on, and communicate the value associated with the customer's investment in the Sprinklr platform to guarantee retention & customer growth. Understand customer's current Sprinklr implementation and ensure maximization of business value realized by the customer through consultative support, training, business reviews, and configuration optimisation.
Strategic Trusted Advisor: Establish and nurture senior level relationships built on trust, develop client champions, and identify key stakeholders. 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.
Drive Adoption: Empower Sprinklr customers to improve their end-customers' digital experiences and achieve business objectives through the adoption of Sprinklr product. Develop a deep understanding of customer needs and be able to tie them to specific Sprinklr use cases, product features, benefits, and value propositions - and ensure you & your team know how to communicate them effectively. Be hands-on on the platform and stay updated to Sprinklr's latest features to deliver the best suited solutions to customers.
Guarantee Retention and Grow the business: Increase renewal rates, drive adoption and consumption, improve customer satisfaction, and cultivate Sprinklr advocates to generate new business (upsell and cross-sell). Identify opportunities for customer references and case studies.
Account Governance: Manage and track key performance indicators (KPIs) - including renewal, consumption, adoption, and expansion commitments - to ensure exceptional, predictable results. Calculate risk forecasts based on product adoption; close renewal, upsell, and cross-sell opportunities within assigned client accounts in partnership with relevant Sales Account Executives - while achieving targeted renewal rate.
Manage Internal Stakeholders: Be a customer advocate within Sprinklr providing feedback to engineering teams to develop / identify new features & products. Serve as the internal voice of the customer and advocate for your customers' needs (services, support, product management, executive alignment). Work closely with multiple teams (sales, support, product specialists, services etc.) within Sprinklr.
Who You Are & What Makes You Qualified 4+ years of experience in B2B SaaS customer success, account management, product management or a strategic consulting organization.
Fluency in Spanish and English is required.
Deep product experience with the aptitude to learn new platforms and features.
Experience in Web technologies, CRM or SaaS platforms and/or digital marketing experience in social platforms will be a plus.
Advanced analytical skills with proven competency in data tools and methodologies, ability to collate, harmonise and visualise data, and present the statistical merit in a business case.
Ability to interpret industry specific trends across different verticals or lines of business.
Ability to operate autonomously, engage stakeholders across regions, and lead change management.
Intrinsically motivated to tackle unique client use cases, passion to solve business challenges, and commitment to client delight.
Demonstrated passion for the social technology universe (i.e., Facebook, Instagram, Twitter, YouTube, LinkedIn, Pinterest, Snapchat, TikTok).
Direct experience in working with or for social media management software is preferred.
Social media ads certifications or Digital Marketing Certifications preferred.
Excellent written and verbal communication skills, articulation skills and a compelling executive presence.
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