Director, Professional Services

Germany Hamburg, GermanyOn-site

Responsibilities

Establish scalable processes, systems, and tools to ensure consistent delivery of high-quality support.
Drive the implementation of key metrics and KPIs to measure team performance, customer satisfaction, and operational efficiency.
Identify and implement automation and AI solutions to enhance support productivity and reduce time-to-resolution.
Ensure the team is equipped with the necessary training, tools, and resources to succeed.
Collaborate with Product and Engineering teams to ensure customer feedback is integrated into the product development lifecycle.
Process Improvement: Drive continuous improvement initiatives to enhance the efficiency and effectiveness of the support function.
Establish a clear escalation process to address critical customer issues promptly and effectively.
Implement customer satisfaction surveys and feedback mechanisms to measure and improve the customer experience.
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.
Deep understanding of customer support technologies, including ticketing systems, knowledge bases, and AI-driven solutions.
Demonstrated ability to work cross-functionally and influence without direct authority.
Excellent communication and interpersonal skills, with the ability to engage effectively with customers, employees, and executive leadership.
Bachelor’s degree required; advanced degree preferred.
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.