We are looking for someone who can ensure the following outcomes at a high level, for every customer -

• Deliver Value: Be able to deliver on and communicate the value/ROI derived by the Customer through the Sprinklr platform to guarantee retention & customer growth.

• Drive Platform Adoption: Drive adoption and usage of existing & new Sprinklr product features across multiple teams within the customer’s organisation.

• Establish Relationships: Establish and nurture relationships built on trust with every customer, develop Sprinklr champions within the client’s org, and identify key stakeholders.

• Strategic Business Partnership: Become your customer’s day-to-day strategic advisor who understands their business challenges and can communicate the positive business outcomes of working with Sprinklr.

What Are Your Responsibilities

• Ensure that every customer derives the most value possible from the platform leading to retention and business expansion.

• Lead end-to-end implementation/configuration of Sprinklr's Core solutions for complex enterprise clients across diverse industries, ensuring scalability, performance, and long-term value.

• Lead the team of co-consultants on your account & define the consulting strategy and configuration architecture aligned with customer goals, industry standards, and best practices.

• Ensure healthy platform adoption & consumption and identify upsell or cross-sell opportunities.

• Act as the primary liaison between co-consultants, internal stakeholders, and the customer, ensuring timely delivery of customer commitments and proactively escalating obstacles to secure the necessary internal support.

• Be the strategic advisor as well as the day-to-day POC for your stakeholders.

• Assist world’s leading brands and their agencies in building social media campaigns & process-flows mapped to their business needs, through Sprinklr.

• Assist world’s leading brands and their agencies in generating insightful social listening reports, online reputation management (ORM), Boolean operated keyword clouds/topics mapped to their business needs, through Sprinklr.

• Identify platform bugs; coordinate with the backend Support team for resolution.

• Identify platform gaps & optimization opportunities; coordinate with Product team to ensure that the new feature releases address those gaps while meeting your client’s current and future business needs.

• Maintain recurring operational cadence with the client, proactively communicate about status of deliverables, new feature releases and maintain up-to-date project trackers.

• Establish and nurture executive level relationships built on trust, develop client champions and identify key stakeholders.

• Actively make sure you are knowledgeable on native social channel’s features and functionalities.

• Provide on-going training support and ad hoc training sessions to always keep customers educated on Sprinklr’s know-hows.

• Actively make sure that you are upskilling on all Sprinklr software products.

• Continuously develop expertise in industry benchmarks to establish yourself as a domain authority, while identifying opportunities to create customer references and case studies.

• Maintain platform relevancy according to changes in business needs.

• Drive QBRs, EBRs, from a consulting perspective to ensure sustained account health and alignment with customer objectives

Who You Are & What Makes You Qualified

• 6+ years of experience in client management, enterprise software deployment management and/or implementation, consulting.

• Experience in CRM or SaaS platforms.

• Experience in social media management, customer engagement, social publishing, campaign management, social listening, Online Reputation Management (ORM) and insights.

• Sprinklr platform experience or Sprinklr Certification is a plus.

• Strong product acumen & evangelization experience with the aptitude to learn new products.

• Excellent written and verbal communication skills.

• Analytical mind-set with attention to detail along with excellent problem-solving and critical-thinking skills.

• Ability to think independently, strategically, and lead a team.

• Ability to identify and clearly articulate issues clients are facing and capability of devising & implementing their solutions.

• Ability to work in a highly challenging & competitive environment while delivering high quality of customer service.

• Ability to work effectively under tight deadlines and juggle several assignments & projects simultaneously, while maintaining high standard of excellence.

• Intrinsically motivated to tackle unique client use cases, passion to solve business challenges and commitment to client delight.

• Ability to interpret industry trends across different verticals & lines of businesses.

• Ability to operate in an autonomous way, engage with stakeholders across the globe and lead customers through change management.

• Advanced analytical skills with proven competency in data tools & methodologies.

• Ability to collate, harmonise and visualise data and present the statistical merit in a business case.

• Industry specific knowledge across different verticals or lines of business preferred.

• Demonstrated experience with, and a passion for, the social technology universe (i.e., Facebook, Instagram, Twitter, YouTube, LinkedIn, Pinterest, Snapchat, TikTok).

• Strong time management skills including the ability to prioritize tasks and maintain accurate time tracking for billing purposes