customer support
Posted Mar 30Senior Customer Success Manager - CCAAS
at Sprinklr
India Karnataka Bangalore, IndiaOn-site
Responsibilities
- Map legacy operations (telephony, IVR, ticketing, WFM) into modern Sprinklr-enabled workflows using AI routing, unified agent desktop, knowledge bases, and self-service portals.
- Lead workspace audits and change plans; ensure platform architecture reflects customer priorities (AHT, CSAT, first contact resolution, deflection rate, etc.).
- Promote feature adoption via playbooks, pilot programs, performance dashboards, and monthly ROI tracking.
- Risk & Growth Management Identify early signs of stagnation, low adoption, or implementation gaps—build risk plans and mitigation steps based on CSP telemetry.
- Ensure successful post-launch optimization and iterative value unlock through structured success plans and roadmap alignment. Required
- 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.
- You will drive the successful adoption and expansion of Sprinklr’s Care , Case Management , AI Automation , and Contact Center solutions by acting as the technical face of the partnership.
- Qualifications Bachelor’s degree in Business, IT, or related field; or equivalent work experience. 6+ years in enterprise service operations, CCaaS, or CX tech consulting.
- Deep understanding of contact center operations, metrics (AHT, SLA, occupancy, NPS), and change management practices.
- Experience with at least one major service platform (e.g., Salesforce Service Cloud, NICE, Genesys, Zendesk). Proven
- experience leading multi-year service transformation programs involving multiple business units and systems.
- Familiarity with conversational AI platforms, IVR, NLP, and ML models in service automation contexts. What Sets You Apart
- Experience in highly regulated or mission-critical environments (e.g., financial services, telecom, healthcare).
- Prior hands-on implementation or optimization of Sprinklr Service modules.
- Strong understanding of integration architectures—connecting CRMs, telephony, bot platforms, and analytics stacks.
- PMP or Lean Six Sigma certification; ability to manage transformation programs end-to-end.
- 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.
Benefits
- Our vision was clear: to unify fragmented teams, tools and data — 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 – 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 — across every customer touchpoint.
- Job Description The Senior Customer Success Manager – Service owns the strategic technical relationship with Sprinklr's enterprise customers in customer service, CX, and contact center operations.
- You would lead transformation—not just platform rollout—by aligning Sprinklr’s technology to the customer’s support operating model, cost structure, and digital roadmap.
- The CSM is also responsible for overseeing empowerment and training programs to ensure comprehensive onboarding and delivering a consistent cadence of engagement with customers through operational cadences.
- What You'll Do Transformation Advisory Serve as a trusted advisor to Heads of Service, Contact Center Directors, and Support Transformation leads.
- Platform Leadership Own product adoption and provide technical consultancy across Care modules: Case Management, Smart Responses, Bot Framework, Agent Assist, Knowledge Base, Routing Logic.
- Customer Enablement Develop and deliver scalable enablement plans for service ops, quality, and agent teams—ensuring alignment with process maps and internal KPIs.
- Partner with Sales and Solutions Consultants to surface new use cases (e.g., adding messaging, voice, co-browse, or WFM integrations).
- Technical Escalations & Roadmap Influence Serve as the escalation point for advanced Care/CCaaS product issues; coordinate with Support, Product, and Engineering teams on behalf of the customer.
- Feed field-level insights back into Sprinklr’s product development lifecycle—ensuring platform evolution matches client priorities.