Managed Services Consultant - Lead

Sprinklr

8 - 13 years

20 - 25 Lacs

gurugram

Posted:10 hours ago| Platform:

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Skills Required

change management managed services analytical social media voip customer support customer service microsoft troubleshooting operations

Work Mode

Work from Office

Job Type

Full Time

Job Description

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.
Analyze 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.

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

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