Technical Success Manager, Sprinklr

• Fluency in the German language, verbally and in writing
• 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
• Strong capability in project/program management, stakeholder engagement, and technical solutioning
• Familiarity with conversational AI platforms, IVR, NLP, and ML models in service automation contexts

Desirable

• The Technical Success Manager (TSM) – Service owns the strategic technical relationship with Sprinklr's enterprise customers in customer service, CX, and contact center operations
• 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
• You would lead transformation—not just platform rollout—by aligning Sprinklr’s technology to the customer’s support operating model, cost structure, and digital roadmap
• The TSM is also responsible for overseeing empowerment and training programs to ensure comprehensive onboarding and delivering a consistent cadence of engagement with customers through operational cadences
• Serve as a trusted advisor to Heads of Service, Contact Center Directors, and Support Transformation leads
• Map legacy operations (telephony, IVR, ticketing, WFM) into modern Sprinklr-enabled workflows using AI routing, unified agent desktop, knowledge bases, and self-service portals
• Own product adoption and provide technical consultancy across Care modules: Case Management, Smart Responses, Bot Framework, Agent Assist, Knowledge Base, Routing Logic
• Lead workspace audits and change plans; ensure platform architecture reflects customer priorities (AHT, CSAT, first contact resolution, deflection rate, etc.)
• Develop and deliver scalable enablement plans for service ops, quality, and agent teams—ensuring alignment with process maps and internal KPIs
• Promote feature adoption via playbooks, pilot programs, performance dashboards, and monthly ROI tracking
• Identify early signs of stagnation, low adoption, or implementation gaps—build risk plans and mitigation steps based on CSP telemetry
• Partner with Sales and Solutions Consultants to surface new use cases (e.g., adding messaging, voice, co-browse, or WFM integrations)
• Serve as the escalation point for advanced Care/CCaaS product issues; coordinate with Support, Product, and Engineering teams on behalf of the customer
• Feed field-level insights back into Sprinklr’s product development lifecycle—ensuring platform evolution matches client priorities
• Lead cross-functional coordination across IT, business, and third-party vendors to drive complex programs (e.g., voice rollout, CRM integrations, compliance configurations)
• Ensure successful post-launch optimization and iterative value unlock through structured success plans and roadmap alignment