Sprinklr is a leading enterprise software company for all customer-facing functions. With advanced AI, Sprinklr's unified customer experience management (Unified-CXM) platform helps companies deliver human experiences to every customer, every time, across any modern channel. Headquartered in New York City with employees around the world, Sprinklr works with more than 1,000 of the world’s most valuable enterprises — global brands like Microsoft, P&G, Samsung and more than 50% of the Fortune 100.
Learn more about our culture and how we make our employees happier through The Sprinklr Way.
Job Description
Our Product Success Team at Sprinklr is responsible for driving product retention, consumption, adoption and growth across a global portfolio of customers. We believe that listening and developing a deep understanding of each customers’ objectives, together with the application of purpose built solutions to address those requirements at scale, is the winning formula for long term success and growth of the business.
Our execution is defined by the 3 focus areas, or Obsessions. Our Customer Obsession is going the full distance in understanding what value means to each member of the customers’ organisation. Our Product Obsession is developing and refining our technology as a way of life. Our Learning Obsession is constantly empowering every team member to reach their full potential.
We believe that our clear vision, and robust global execution will enable us to make our customers ‘happier.’
What You'll Do
You will be the owner for the set of accounts and drive product retention, consumption, adoption, engagement and growth for a set of customers.
● Deliver Value
Be able to deliver on, and communicate the value associated with their investment in the Sprinklr platform
Understand Customer's current Sprinklr implementation and ensure maximisation of business value realised by the customer through consultative support, training, business reviews and configuration optimisation
Ensure that every customer derives the most value possible from the platform leading to retention
● Be the Strategic Advisor who Establishes and Builds Customer Relationships
Establish and nurture senior level relationships built on trust, develop client champions, and identify key stakeholders
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
● Drive Adoption
Empower Sprinklr customers to improve their end-customers’ digital experiences and achieve business objectives through the adoption of Sprinklr product
Develop a deep understanding of customer needs and be able to tie them to specific Sprinklr use cases, product features, benefits, and value propositions - and ensure your team knows how to communicate them effectively
Be hands on on the platform and updated to Sprinklr’s latest features is critical in delivering the best suited solutions to customers
● Guarantee Retention and Grow the business
- Increase renewal rates, drive adoption and consumption, improve customer satifaction, and cultivate Sprinklr advocates to generate new business (upsell and cross-sell)
- Identify opportunities for customer references and case studies
● Account Governance
Manage and track key performance indicators (KPIs) – including renewal, consumption, adoption, and expansion commitments – to ensure exceptional, predictable results
Calculate risk forecasts based on product adoption; close renewal, upsell, and cross-sell opportunities within assigned client accounts in partnership with relevant Sales Account Executives – while achieving targeted renewal rate
● Manage Internal Stakeholders
- Be a customer advocate within Sprinklr providing feedback to engineering teams to develop / identify new features & products
- Serve as the internal voice of the customer and advocate for your customers’ needs (services, support, product management, executive alignment)
- Work closely with multiple teams (sales. support, product specialists, services etc.) within Sprinklr
Who You Are & What Makes You Qualified
Extensive amount of experience in B2B SaaS customer success, account management, product management or a strategic consulting organisation
Deep product management / evangelisation experience with the aptitude to learn new products
Experience in Web technologies, CRM or SaaS platforms and/or digital marketing experience in
social platforms will be a PLUS
Advanced analytical skills with proven competency in Data tools and methodologies , ability to
collate , harmonise and visualise data and present the statistical merit in a business case
Ability to interpret Industry specific trends across different verticals or lines of business
Able to operate autonomously, engage stakeholders across regions and lead change management
Intrinsically motivated to tackle unique client use cases, passion to solve business challenges and commitment to client delight
Demonstrated passion for the social technology universe (i.e., Facebook, Instagram, Twitter, YouTube, LinkedIn, Pinterest, Snapchat, TikTok).
Direct experience in working with or for social media management software is preferred
Social media ads certifications or Digital Marketing Certifications preferred
Bachelor's Degree in technical / engineering disciplines (IITs, NITs or comparable Tier 1 Colleges)
MBA Degree preferred (IIMs or comparable Tier 1 Colleges)
Flexibility to work with our customers in North America time zone
Passion for solving client challenges and commitment to client delight
Naturally curious, with excellent critical-thinking skills
Flexibility to adapt with the demands of the business
Excellent written and verbal communication skills, articulation skills and a compelling executive
presence. Multilingual skills (French, German, Spanish, Arabic or others) would be a plus
Why You'll Love Sprinklr:
We're committed to creating a culture where you feel like you belong, are happier today than you were yesterday, and your contributions matter. At Sprinklr, we passionately, genuinely care. For full-time employees, we provide a range of comprehensive health plans, leading well-being programs, and financial protection for you and your family through a range of global and localized plans throughout the world.
For more information on Sprinklr Benefits around the world, head to https://sprinklrbenefits.com/ to browse our country-specific benefits guides.
We focus on our mission: We founded Sprinklr with one mission: to enable every organization on the planet to make their customers happier. Our vision is to be the world’s most loved enterprise software company, ever.
We believe in our product: Sprinklr was built from the ground up to enable a brand’s digital transformation. Its platform provides every customer-facing team with the ability to reach, engage, and listen to customers around the world. At Sprinklr, we have many of the world's largest brands as our clients, and our employees have the opportunity to work closely alongside them.
We invest in our people: At Sprinklr, we believe every human has the potential to be amazing. We empower each Sprinklrite in the journey toward achieving their personal and professional best. For wellbeing, this includes daily meditation breaks, virtual fitness, and access to Headspace. We have continuous learning opportunities available with LinkedIn Learning and more.
EEO - Our philosophy: Our goal is to ensure every employee feels like they belong and are operating in a judgment-free zone regardless of gender, race, ethnicity, age, and lifestyle preference, among others. We value and celebrate diversity and fervently believe every employee matters and should be respected and heard. We believe we are stronger when we belong because collectively, we’re more innovative, creative, and successful.
Sprinklr is proud to be an equal-opportunity workplace and is an affirmative-action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. See also Sprinklr’s EEO Policy and EEO is the Law.
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