Sr. Managed Services Consultant - CCAAS

Overview

Sprinklr's Managed Services team drives product retention, consumption, adoption and growth across a global portfolio of customers, acting as the day-to-day customer contact for a CCAAS platform.

What you'll do

• Ensure every customer derives the most value possible from the platform, leading to retention and business expansion.
• Identify, comprehend and clearly articulate customer 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.
• Analyze and elevate customer consumption of contract, adoption of the product, and generation of upsell or cross-sell.
• Act as day-to-day contact for stakeholders in brands, agencies and for System Administrators.
• Assist leading brands and their agencies in building social media campaigns and process-flows mapped to their business needs through Sprinklr.
• Identify platform gaps and optimization opportunities, designing and configuring appropriate solutions so client expectations for use-cases and functionality are fulfilled.
• Provide oversight on additional enablement of the software deployment, in line with current architecture and future client needs or business requirements.
• Proactively identify opportunities to improve operational efficiencies and find entities that 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 on necessary corrective actions.
• Stay knowledgeable on native channel products packages and on all Sprinklr software products.
• Work with clients to improve the social service itself and its alignment with the client's core business.
• Provide ongoing training support and ad hoc training sessions to keep customers educated on Sprinklr's know-how.

What you'll need

• 4+ years of experience in account management at a brand, agency or tech company.
• Experience with CCAAS platforms across social platforms.
• Strong product acumen and evangelization experience, with the aptitude to learn new products.
• Analytical mindset with attention to detail, excellent problem-solving and critical-thinking skills.
• Ability to think independently and learn as a member of a team.
• Ability to identify and clearly articulate issues clients face and to devise and implement their solutions.
• Ability to work in a highly challenging and competitive environment while delivering high-quality customer service.
• Ability to work effectively under tight deadlines and juggle several assignments and projects simultaneously, while maintaining high standards of excellence.
• Intrinsic motivation to tackle unique client use cases, passion to solve business challenges and commitment to client delight.
• Ability to interpret industry trends across different verticals and lines of business.
• Ability to operate autonomously, engage with stakeholders across the globe and lead customers through change management.
• 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.
• Strong time management skills, including the ability to prioritize tasks and maintain accurate time tracking for billing purposes.

Nice to have

• Industry-specific knowledge across different verticals or lines of business.
• Demonstrated experience with, and a passion for, the social technology universe (e.g., Facebook, Instagram, Twitter, YouTube, LinkedIn, Pinterest, Snapchat, TikTok).
• Direct experience working with Sprinklr, Hootsuite or Sprout Social.

Details

• Location: Bangalore, Karnataka, India.