What Are Your Responsibilities
- Ensure that every customer derives the most value possible from the platform leading to retention and business expansion.
- Identify, comprehend and clearly articulate customers requirements to generate an end-to-end solution to their business challenges.
- Develop a deep understanding of customer needs and tie them to specific Sprinklr use cases, product features, benefits and value propositions.
- Identify platform gaps, and optimization opportunities; designing and configuring the appropriate solutions so client expectations regarding platform use-cases and functionalities are fulfilled.
- Own & deliver the end-to-end configuration of solution based on the customer requirements
- You will handle the post go-live change management of configuration throughout the customer life cycle
- Be the hands-on product expert and ensure customer s business goals are met
- Act as day-to-day contact for stakeholders in brand, agencies and for System Administrators.
- Analyse and elevate customer s consumption of contract, adoption of the product and generation of upsell or cross-sell.
- Provide oversight on any additional enablement of the software deployment to be in line with current architecture and future client needs or business requirements.
- Proactively identify opportunities to improve operational efficiencies and find suitable entities which could benefit from utilising AI to drive greater ROI.
- Establish and nurture senior level relationships built on trust, develop client champions and identify key stakeholders.
- Capture development areas for product improvement and collaborate with product managers and engineering for necessary corrective actions.
- Actively make sure you are knowledgeable on native channel s products package.
- Work with clients to improve the social service itself and its alignment with the clients core business.
- Provide on-going training support and ad hoc training sessions to always keep customers educated on Sprinklr s know-hows.
- Identify opportunities for customer references and case studies.
- Maintain platform relevancy according to changes in business needs.
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Who You Are & What Makes You Qualified
Must Have Qualifications:
- 8+ years of experience in managed services or technology consulting, specifically in the CCaaS or cloud contact center industry.
- Strong knowledge of CCaaS technologies, including IVR, call routing, AI integrations, and customer journey management.
- Experience with cloud communication platforms, AI-driven customer support solutions, Chatbots and integrating CCaaS with third-party applications.
- Familiarity with CCaaS platforms like Genesys, Cisco Webex Contact Center, Twilio Flex, or other related technologies.
- Understanding of cloud architecture, VoIP, SIP, and telephony.
- Hands-on experience with system configuration, troubleshooting, and performance optimization.
- Excellent communication and interpersonal skills with the ability to work closely with clients and internal teams.
- Proven ability to understand business challenges and provide actionable recommendations.
- Ability to manage multiple client engagements and deliver high-quality service.
- Ability to translate customer business problems & requirements into on platform solutions
Good to Have Skills:
- Demonstrated experience and a passion for the social technology universe (i.e., Facebook, Instagram, Twitter, YouTube, LinkedIn, Pinterest, Snapchat, TikTok).
- Direct experience in working with a social media management software is preferred.
- Strong product acumen & evangelization experience with the aptitude to learn new products.
- Excellent written and verbal communication skills. Multilingual skills (French, German, Spanish, Japanese or others) would be a plus.
- Analytical mind-set with attention to detail along with excellent problem-solving and critical-thinking skills.
- Leading CCaaS Certifications like Genesys Cloud CX Professional, Cisco Certified Professional, Avaya Certified IC are preferred (not mandatory)
Who you are
You are a technology consultant who has the:
- Ability to think independently and learn as a member of 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.
You Know Youre Successful If
- The depth, breadth and frequency of customer platform adoption starts strong and keeps climbing.
- Your customers acknowledge Sprinklr value, renew their product offerings & add new licences, modules and services to their package.
- You constantly come up with new strategies that are adopted by your clients and peers.
- Your stakeholders participate in Sprinklr events, references and case studies.
- Your platform and industry knowledge makes you a trusted advisor both internally and externally.
