Customer Success Manager

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 world’s most valuable enterprises — 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
 

Sprinklr’s Customer Organization focuses on four strong pillars of Client Experience, Operational Excellence, Profitable Growth and Team & Culture.

Sprinklr’s Customer Success Managers (CSMs) align highly skilled expertise, thought leadership and program management to align Sprinklr solutions to customers biggest challenges. With a bias towards action and ability to deliver organizational-wide impact, the CSM develops and program manages a plan to empower the customer to do things differently and better using Sprinklr.

The CSM is able expertly program manage and prioritize initiatives across a portfolio of customers by developing a deep understanding of their customers business, processes, teams and technical architectures (tech stacks); this enables the CSM to prescribe use of Sprinklr products and features to solve high level business challenges and resolve organizational inefficiencies. The CSM’s deep knowledge of Sprinklr’s product and solutions is paired with domain and industry expertise, business acumen, exceptional communication and program management skills, positioning the CSM to take a consultative approach in informing and actioning on partnership strategy plans.

Directly responsible for:

• 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 customer outcomes plan to deliver …