Sprinklr Technical Success Director, Sprinklr
$121-201k
More information about location
Unified-CXM platform
Be an early applicant
Unified-CXM platform
1001+ employees
Be an early applicant
$121-201k
More information about location
1001+ employees
Company mission
To enable every organization on the planet to make their customers happier.
Role
Who you are
- Minimum of 10 years' experience in Customer Success, Technical account management, Technology Consulting, and Technology Solutions Development
- Experience delivering large-scale transformational programs across Fortune 100 enterprise clients’ customer experience functions, working across multiple lines of business to deliver organization-wide impact, often breaking through legacy silos
- Ability to analyze customer’s usage data, KPIs and health indicators to identify opportunities for improvement and translate into actionable recommendations, plan and path to solutions
- Demonstrated experience and/or knowledge of contact center technologies, emerging technologies, and importantly, AI
- PMP certification or equivalent program management experience overseeing large cross-functional teams across global time zones, spread across multiple functions and divisions, to ensure timely execution of deliverables to showcase value to the client
- 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 build & manage relationships with customer C-suite executives based on alignment with their strategic goals and priorities
- Ability to travel between 25-50% of the time. Candidates local to clients strongly preferred
- Bachelor’s degree from an accredited college or university, or relevant experience
What the job involves
- Sprinklr’s Technical Success Managers (TSMs) are assigned to our strategic customers to align highly skilled expertise, thought leadership and program management, and unlock the deepest level of partnership
- With a bias towards action and ability to deliver organizational-wide impact, the TSM contemplates how the customer can do things differently and better using Sprinklr
- The TSM develops a deep understanding of the customers business, processes, teams, technical architectures (tech stacks), to prescribe use of Sprinklr product and features to solve high level business challenges and resolve organizational inefficiencies
- The TSM’s advanced mastery of Sprinklr’s product and solutions is paired with domain and industry expertise, business acumen, and exceptional communication and program management skills, positioning the TSM to take a consultative approach in informing and actioning on partnership strategy plans
- Ensuring customer’s achievement of platform use cases, validated with business metrics and data driven insights
- Ownership of partnership strategy plans; from creation, management of action items and deliverables, across stakeholders, cross functional teams, and to meet relative deadlines
- Meticulously tracking customer health data using CSP tools, including; product and feature adoption, and consumption against Sprinklr contract commitments. Accountable in using customer health data to drive customer management activities, inform recommendations and manage risk
- Effectively drive 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
- Advocating for the customer with Sprinklr’s Product Team and Alliances Team which entails identifying product enhancements, opportunities and paths to solutions that require development and often third-party partners
- Cultivating relationships with key stakeholders across customer organizations and establishing new relationships, directly or by introducing Sprinklr executives and product leadership
- Ensuring expeditious, high-quality implementation of new Sprinklr solutions, customer enablement and feature adoption, which entails effective partnership with Sprinklr’s Services team
Our take
Sprinklr is an established CXM provider, offering a long-standing, purpose-built platform that boasts enterprise-class security, governance and privacy. It uses a suite of professional services to ensure that customers consistently find a return on their investments and reach new levels of success as a business.
There are a number of CXM software companies on the market, including Zendesk, Satmetrix and IBM Tealeaf, all offering companies the means to manage and improve customer experience via online platforms. However, Sprinklr has drawn a number of big-name corporate clients, including Microsoft, Nike, Netflix, McDonalds, Marriott and more.
The company has also garnered enormous investments over the last decade, and is now valued at $2.9 billion. With over 1000 enterprises globally, including over 50% of the Fortune 100, the company is poised well to continue with its established success.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 8 rounds)
Sep 2020
$150m
CONVERTIBLE
Sep 2020
$200m
GROWTH EQUITY VC
Total funding: $578.5m
Company benefits
- Compensation & Equity
- Health & Wellness
- Holiday & Flexible PTO
- Learning & Growth
Company values
- It's OK to make mistakes
- Sprinkle, don't shout
- Fix, don't complain
- Never, ever give up
- Passionately, genuinely care
Company HQ
Midtown South, New York, NY
Articles
Leadership
Ragy Thomas
(CEO)Joined Tata Unisys as a Senior Software Engineer in 1994 before moving to AT&T. Built Advaya, an email marketing platform, in 2000. Joined Bigfoot Interactive as CTO, and then moved to Epsilon Interactive Services Group- where he eventually took on the role of President. Has held several Board positions since, and is a frequent startup investor. Founded Lyern in 2016, and Sprinklr in 2009.
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