Sr. Technical Success Manager

Sprinklr

6 - 11 years

12 - 17 Lacs

gurugram bengaluru

Posted:17 hours ago| Platform:

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Skills Required

pmp operational excellence data management business analytics manager program management customer retention market research account management customer relationship microsoft

Work Mode

Work from Office

Job Type

Full Time

Job Description

Customer relationship accountability, to which proactive communication, program management, representation and expectation management is foundational.
Cultivate relationships with key stakeholders across customer organizations and establish new relationships, directly or by introducing Sprinklr executives and product leadership.
Build customer champions and advocates to ensure clients can articulate and understand the value Sprinklr is driving to their business.
Oversee customer adoption journey, ensuring appropriate resources are engaged, and effective solutions are implemented, at each stage of the lifecycle to achieve successful outcomes.
Ensure 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.
Customer s product adoption, realized value, and ROI from Sprinklr: Ensuring customer s achievement of Sprinklr use cases, validated with business metrics and data driven insights.
Co-develop a success plan with customer to deliver on agreed KPI s and success metrics. Conduct regular customer cadences to align on value realization, agreed business priorities, and provide thought leadership specific to client s evolving business needs.
Meticulously track 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.
Responsible for customer workspace configuration audits, partnering with cross-functional teams on the process and related deliverables.
Customer Empowerment and Enablement: Implementing repeatable playbooks to create a strong and functional operating state.
Drive customer self-service capabilities to reduce costs, drive scale and ensure increased usage, stickiness and customer retention.
Proactively identify adoption blockers to eliminate consumption risk. Empower customer in using Sprinklr to minimize redundant workflows, processes and resources.
Advocate for the customer with Sprinklr s Product Team and Partnerships Team which entails identifying product enhancements, opportunities and paths to solutions that require development and sometimes third-party partners.
Increasing revenue from customers. Collaborate with the Sales, Solutions Consultant, & other cross-functional teams to identify upsell and cross-sell opportunities.
Develop a deep understanding of the customer s organization, corporate objectives, financial earnings reports and insights, news, market conditions, industry, use of technologies, vendors and solutions, and partners to; identify opportunities to expand their use of Sprinklr products and to consolidate their tech stack using Sprinklr. Stay apprised as things change.
Awareness of competitive landscape, competitive solutions, market and tech industry trends to identify risk and threats.
Ensure expeditious, high-quality implementation of new Sprinklr solutions, customer enablement and feature adoption, which entails effective partnership with Sprinklr s Services team

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