other
Posted 1 weeks agoSr. Managed Services Consultant (SaaS / Social & Digital)
at Sprinklr
Australia Sydney, AustraliaOn-site
You are nearing today's limit. Upgrade for unlimited access.
Responsibilities
- Identify platform gaps, and optimization opportunities; designing and configuring the appropriate solutions so client expectations regarding platform use-cases and functionalities are fulfilled.
- Own & deliver the end-to-end configuration of solution based on the customer
- Analyse and elevate customerās consumption of contract, adoption of the product and generation of upsell or cross-sell.
- 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.
- Identify opportunities for customer references and case studies.
- Maintain platform relevancy according to changes in business needs. Must Have
- Create a culture of customer obsession, with trust, teamwork, and accountability.
Requirements
- Sprinklr is the definitive, AI-native platform for Unified Customer
- By combining human instinct with the speed and efficiency of AI, Sprinklr helps brands earn trust and loyalty through personalized, seamless, and efficient customer interactions.
- We believe that listening and developing a deep understanding of each customersā objectives , together with the application of purpose-built solutions to address those
- 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.
- requirements You will handle the post go-live change management of configuration throughout the customer life cycle Be the hands-on product expert and ensure customerās business goals are met Act as day-to-day contact for stakeholders in brand, agencies and for System Administrators.
- Proactively identify opportunities to improve operational efficiencies and find suitable entities which could benefit from utilising AI to drive greater ROI.
- experience in managed services or technology consulting, specifically in the CCaaS or cloud contact center industry.
- Strong knowledge of CCaaS technologies, including IVR, call routing, AI integrations, and customer journey management.
- Experience with cloud communication platforms, AI-driven customer support solutions, Chatbots and integrating CCaaS with third-party applications.
- Familiarity with CCaaS platforms like Genesys, Cisco Webex Contact Center, Twilio Flex, or other related technologies.
- Understanding of cloud architecture, VoIP, SIP, and telephony. Hands-on
- experience with system configuration, troubleshooting, and performance optimization.
- Excellent communication and interpersonal skills with the ability to work closely with clients and internal teams.
- Proven ability to understand business challenges and provide actionable recommendations.
- Ability to manage multiple client engagements and deliver high-quality service.
- experience in working with a social media management software is preferred. Strong product acumen & evangelization
- experience with the aptitude to learn new products.
- Leading CCaaS Certifications like Genesys Cloud CX Professional, Cisco Certified Professional, Avaya Certified IC are preferred (not mandatory) Who you are You are a technology consultant who has the: 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.
- Ability to operate in an autonomous way, engage with stakeholders across the globe and lead customers through change management.
- Today, Sprinklr has a unified, AI-native platform for four product suites: Sprinklr Service, Sprinklr Social, Sprinklr Marketing, and Sprinklr Insights.
- Sprinklr is here to do three things: Lead a new category of enterprise software that we call Unified-CXM.
Experience
- Qualifications: 5+ years of
Benefits
- We believe that our clear vision , and robust global execution will enable us to make our customers āhappier ā. What Are Your
- Our vision was clear: to unify fragmented teams, tools and data ā helping large organizations build deeper, more meaningful connections with the people they serve.
- We offer you and your family voluntary healthcare coverage in countries where applicable.
- We believe it is important to take time off ā it is essential for your mental and physical wellbeing.
- We provide Sprinklrites with paid time off to recharge and spend time with loved ones.
Additional details
- Experience Management (Unified-CXM), empowering brands to deliver extraordinary experiences at scale ā across every customer touchpoint.
- Job Description Our Managed Services Team at Sprinklr is responsible for driving product retention, consumption, adoption and growth across a global portfolio of customers.
- 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 āObsessionsā.
- Our Customer Obsession is going the full distance in understanding what value means to each member of the customersā 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.
- 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'
- Provide oversight on any additional enablement of the software deployment to be in line with current architecture and future client needs or business requirements.
- Actively make sure you are knowledgeable on native channelās products package.