Cultivate relationships with key stakeholders across customer organizations and establish new relationships, directly or by introducing Sprinklr executives and product leadership.
Build customer champions and advocates to ensure clients can articulate and understand the value Sprinklr is driving to their business.
Oversee customer adoption journey, ensuring appropriate resources are engaged, and effective solutions are implemented, at each stage of the lifecycle to achieve successful outcomes.
Ensure awareness of Sprinklr’s product, product roadmap and new releases to all relevant customer stakeholders, in the context of the customer stakeholder’s role, current and prescribed future use cases of Sprinklr.
Co-develop customer outcomes plan to deliver on agreed KPI’s and success metrics.
Conduct regular customer cadences to align on value realization, agreed business priorities, and provide thought leadership specific to client’s evolving business needs.
Meticulously track customer health data using CSP tools, including; product and feature adoption, and consumption against Sprinklr contract commitments.
Drive customer self-service capabilities to reduce costs, drive scale and ensure increased usage, stickiness and customer retention.
Proactively identify adoption blockers and prescribe training curriculum and/or more optimized workflows or feature use to eliminate consumption risk.
Advocate for the customer with Sprinklr’s Product Team and Partnerships Team which entails identifying product enhancements, opportunities and paths to solutions that require development and sometimes third-party partners.
Collaborate with the Sales, Solutions Consultant, & other cross-functional teams to identify upsell and cross-sell opportunities.
Advocate for customer during Implementation of new features, products or integrations to ensure use case, scope and timelines are achieved. Preferred
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.
The CSM is able expertly program manage and prioritize initiatives across a portfolio of customers by developing a deep understanding of their customers business, processes, teams and technical architectures (tech stacks); this enables the CSM to prescribe use of Sprinklr products and features to solve high level business challenges and resolve organizational inefficiencies.
The CSM’s deep knowledge of Sprinklr’s product and solutions is paired with domain and industry expertise, business acumen, exceptional communication and program management skills, positioning the CSM to take a consultative approach in informing and actioning on partnership strategy plans.
Develop a deep understanding of the customer’s organization, corporate objectives, financial earnings reports and insights, news, market conditions, industry, use of technologies, vendors and solutions, and partners to; identify opportunities to expand their use of Sprinklr products and to consolidate their tech stack using Sprinklr.
experience in Customer Success, Technical Account management, Technology Consulting or Technology Solutions Development.
experience and/or knowledge of marketing automation technologies, or contact center technologies digital transformation, AI solutions, market research and insights, business analytics, emerging technologies, and data management platforms and technology.
experience overseeing large, cross-functional teams to ensure timely execution of deliverables.
Proven ability to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners, as well as mapping business
requirements into technical features. Interest in continuously learning and advancing understanding of tech industry, customer
experience technologies, technology platforms and solutions, AI advancement, and trends with top global brands Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization, including executive and C-level.
Project Management Professional certification (PMP, PMI-PMP, LSS) a plus.
Bachelor’s degree from an accredited college or university, or relevant experience.
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.
JOB REQ COMPENSATION RANGE $110,000 - $183,000 The base salary range for this role is shown above.
At Sprinklr, base pay depends on multiple individualized factors, including experience, qualifications, job-related knowledge and skills, and geographic location.
Base pay is only one part of our competitive Total Rewards package: the successful candidate may also be eligible to participate in Sprinklr’s discretionary bonus plan, commission plan, and/or equity plan, depending on role.
benefits package as well, which demonstrates our commitment to our employees’ health, well-being, and financial protection. The US-based
benefits include a 401k plan with 100% vested company contributions, flexible paid time off, holidays, generous caregiver and parental leaves, life and disability insurance, and health
benefits including medical, dental, vision, and prescription drug coverage.
Additional details
Experience Management (Unified-CXM), empowering brands to deliver extraordinary experiences at scale — across every customer touchpoint.
Today, 1,900+ enterprises and 60% of the Fortune 100 rely on Sprinklr to help them deliver consistent, trusted customer experiences worldwide. Job Description *
This position requires you to be onsite at our customer in Dallas, TX 3-4 days per week.
Sprinklr’s Customer Organization focuses on four strong pillars of Client Experience, Operational Excellence, Profitable Growth and Team & Culture.
Sprinklr’s Customer Success Managers (CSMs) align highly skilled expertise, thought leadership and program management to align Sprinklr solutions to customers biggest challenges.
Directly responsible for: Customer relationship accountability, to which proactive communication, program management, representation and expectation management is foundational.
Customer’s product adoption, realized value, and ROI from Sprinklr: Ensuring customer’s achievement of Sprinklr use cases, validated with business metrics and data-driven insights.
Accountable in using customer health data to drive customer management activities, inform recommendations and manage risk.
Customer Empowerment and Enablement: Implementing repeatable playbooks to create a strong and functional operating state.
Empower customer in using Sprinklr to minimize redundant workflows, processes and resources.