Lead Managed Services Consultant

Job Description

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 team s 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 Partner ship : 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 Sprinklrs 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 configura tion 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 we'll 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 generat ing 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 p ublishing, c ampaign management , s ocial l istening, Online Reputation Management (ORM) and i nsights. Sprinklr platform experience or Sprinklr Certification is a plus. Strong product acumen & evangelization experience with the aptitude to learn new products. Excelle nt 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 lea d 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