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

　　Meet our Customer Success Team!

　　Our Customer Success Team at Sprinklr is responsible for driving account retention, consumption, adoption and business expansion 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.

　　Our execution is defined by the 3 focus areas or 'Obsessions'. Our Customer Obsession is going the full distance in understanding what value means to each member of the customers' organization. Our Product Obsession is developing and refining our technology as a way of life. Our Learning Obsession is 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

　　We are looking for someone who can ensure the following outcomes for every customer -

　　Deliver Value:

　　· Be able to deliver on and communicate the value associated with customer's investment in the Sprinklr platform to guarantee retention & business expansion.

　　· Develop a deep understanding of customer needs and tie them to specific Sprinklr use cases, product features, benefits and value propositions to generate an end-to-end solution to their business challenges.

　　· Understand customer's current Sprinklr infrastructure and ensure maximum business value is realized by the customer through consultative support, trainings, value check-ins, business reviews and optimization of end user experience.

　　Build Champions:

　　· Become your customer's day-to-day strategic advisor who understands their business challenges & can communicate positive business outcomes of working with Sprinklr.

　　· Establish and nurture relationships at senior levels, built on trust with every new customer, develop client and agency champions, and identify key stakeholders.

　　· Cultivate Sprinklr's advocates to generate new business & identify opportunities for customer references and case studies.

　　Drive Adoption:

　　· Empower Sprinklr customers to improve their end-customers' digital experiences and achieve business objectives through adoption of the Sprinklr product.

　　· Drive consumption and adoption of new products and features across multiple business units, teams and markets within a single customer.

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

　　· Be hands-on on the platform, knowledgeable on all Sprinklr software products as well as native channel's products package and updated on Sprinklr's latest features.

　　Account Governance:

　　· Manage and track key performance indicators, including retention, consumption, use-case adoption and business expansion, to ensure exceptional & predictable results.

　　· Establish strong operational discipline, with commitment to regular & productive value check-ins with customers, executive business reviews and early warning risk indicator fulfilment, to elevate customer satisfaction.

　　· Calculate risk forecasts based on product adoption; close renewal, upsell & cross-sell opportunities within assigned client accounts, while achieving targeted renewal rate.

　　Stakeholder Management:

　　· Be a customer advocate within Sprinklr providing feedback to engineering teams to improve, identify and develop new features & products.

　　· Serve as the internal voice of the customer and advocate for your customers' needs for services, support, product management and/or executive alignment.

　　· Work closely with multiple teams (sales, support, product success, services & others) within Sprinklr to derive the most optimal outcome for customers' needs.

　　Who You Are & What Makes You Qualified

　　· 3+ years of experience in B2B SaaS customer success and account management.

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

　　· Strong product acumen & evangelization experience with the aptitude to learn new products & feature sets.

　　· Excellent written and verbal communication skills. Multilingual skills (French, German, Spanish, Japanese or others) would be a plus.

　　· 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 & visualise data and present the statistical merit in a business case.

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

　　· Demonstrated experience and a passion for the social technology universe (i.e., Facebook, Instagram, Twitter, YouTube, LinkedIn, Pinterest, Snapchat, TikTok).

　　· Direct experience in working with a social media management software is preferred.

　　· 3 or 4-year college or university degree in technical or engineering discipline with 1 or 2-year of master's degree.

　　· Flexibility to work with our customers in North America time zone is key.

　　You Know You're Successful If

　　· Your customers acknowledge Sprinklr value, renew their product offerings & add new licences, modules and services to their package.

　　· The depth, breadth and frequency of customer platform adoption starts strong and keeps climbing.

　　· You constantly come up with new strategies that are adopted by your clients & peers and helps you expand into new business units within your customer ecosystem.

　　· Your stakeholders participate in Sprinklr events, references and case studies.

　　· Your platform and industry knowledge makes you a trusted advisor both internally and externally.

　　Why you'll love Sprinklr: We're committed to creating the kind of culture where you feel like you belong, are happier today than yesterday, and your contributions matter. At Sprinklr, our goal is to treat everyone like family and passionately, genuinely care. For full-time employees, we offer flexible paid time off and paid parental leave, medical plans, dental and vision plans, life insurance, 401(k) savings plans, employee stock options, gym and wellness discounts, Plum benefits, Lifemart discounts, and paid time off to invest in learning and career development.

　　We focus on our mission: We founded Sprinklr with one mission: to enable every organization on the planet to make their customers happier. Our vision is to be the world's most loved enterprise software company, ever.

　　We believe in our product: Sprinklr was built from the ground up to enable a brand's digital transformation. Its platform provides every customer-facing team with the ability to reach, engage and listen to customers around the world. At Sprinklr, we have many of the world's largest brands as our clients, and our employees have the opportunity to work closely alongside them.

　　We invest in our people: At Sprinklr, we believe every human has the potential to be amazing. We empower each Sprinklrite in the journey toward achieving their personal and professional best. For wellbeing, this includes daily meditation breaks, virtual fitness, and access to Headspace. We have continuous learning opportunities available with LinkedIn Learning and more.

　　EEO - Our philosophy: Our goal is to ensure every employee feels like they belong and are operating in a judgement-free zone regardless of gender, race, ethnicity, age, and lifestyle preference, among others. We value and celebrate diversity and fervently believe every employee matters and should be respected and heard. We believe we are stronger when we belong because collectively, we're more innovative, creative, and successful.

　　Sprinklr is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. See also Sprinklr's EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by filling out this form, and we will reach out to you. If you have additional questions, please contact [email protected].