other
Posted Apr 14Director, Professional Services
at Sprinklr
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.
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.
- 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.