Senior Customer Success Manager - CCAAS

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.

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.