Customer Success Manager - Chicago Remote
United States - Illinois - Chicago
Sprinklr is a leading enterprise software company for all customer-facing functions. With advanced AI, Sprinklr's unified customer experience management (Unified-CXM) platform helps companies deliver human experiences to every customer, every time, across any modern channel. Headquartered in New York City with employees around the world, Sprinklr works with more than 1,000 of the worldâs most valuable enterprises â global brands like Microsoft, P&G, Samsung and more than 50% of the Fortune 100.
Learn more about our culture and how we make our employees happier through The Sprinklr Way.
Job Description
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Customer Success Manager
The Customer Success Manager (CSM) manages Sprinklrâs largest customers and is the primary link between Sprinklr and our customer teams. In this position, you will ensure that Sprinklr customers maximize their investment in Sprinklr, equip them to pursue their strategic objectives, and help them achieve their desired business goals leveraging the Sprinklr platform.
The core CSM possesses both the technical knowledge as well as the business consulting acumen to work through complex use cases while understand the business and technology landscape to maximize the impact of Sprinklrâs core offerings for our customers.
What You Will Do:
Empower Sprinklrâs largest enterprise customers to optimize their customersâ digital experiences and achieve their business objectives through the adoption of Sprinklr.
Act as a business consultant, with deep technical expertise to build success plans that document how Sprinklr technology is solving high level business pain, developing solution recommendations and aligning on meaningful metrics to validate business outcomes.
Drive adoption, increase product stickiness, improve customer satisfaction, and cultivate Sprinklr advocates to ensure retention and growth
Drive business outcomes and maturity within the customer organization through change management, governance, ongoing training and education
Build cross-functional and executive level customer relationships to ensure clients can articulate and understand the value Sprinklr is driving to their business.
Develop a mutual technology roadmap to help grow customers sophistication with Sprinklr and expand into whitespace opportunities as a critical member of the account team
Conduct regular customer cadences to align on value realization, align on agreed business priorities, and provide thought leadership specific to clientâs evolving business needs.
Serve as the Voice of the Customer, advocating for your clientsâ needs within Sprinklr.
Build and foster strong cross-functional working relationships with Sales, Services, Support, Product Management and senior leadership
Partner with sales to identify upsell, and cross-sell opportunities within assigned client accounts.
Proactively identify, plan and âŚ
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Comprehensive health plans Continuous learning Continuous learning opportunities Contributions matter Financial protection Global and localized plans Well-being programs
Tasks- Advocate for customer needs
- Develop technology roadmaps
- Drive Product Adoption
- Identify upsell opportunities
- Partner with sales
AI Analytics Business Consulting Business Intelligence Change Management Collaboration Consulting CRM Cross-functional Collaboration Customer Experience Customer Experience Management Customer Success Digital Digital Transformation Enterprise Software Marketing Automation Sales Social media Training Unified-CXM Voice
Experience10 years
EducationBachelor's degree Business Experience Training
TimezonesAmerica/Anchorage America/Chicago America/Denver America/Los_Angeles America/New_York Pacific/Honolulu UTC-10 UTC-5 UTC-6 UTC-7 UTC-8 UTC-9