Senior Managed Services Consultant – CCaaS

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
 

What you will do:

Managed Services is responsible for driving engagement of Sprinklr customers from a strategic, operational and delivery perspective. These responsibilities include the following:

• Lead hands-on-keyboard configuration to help customers achieve positive business outcomes using the Sprinklr platform.

• Work directly with customers around full functionality of Sprinklr CCaaS Omnichannel and Contact Center Intelligence & Automation Platform

• Proactively identify, document, and deliver in-platform solutions and optimizations aligned with customer use cases to maximize value realization of the Sprinklr platform.

• Maintain intimate understanding of customer’s business to drive relevant, strategic and forward-thinking platform recommendations.

• Maintain platform relevance in alignment with on-going shifts in industry and business needs.

• Maintain the role of platform subject matter expert for both the customer and for internal account team partners.

• Ensure that all customer end-users are trained, educated, and up to date on platform use, best practices, and functionality.

• Provide oversight of any additional enablement of the software deployment in alignment with current architecture and future customer needs or business requirements.

• Collaborate across internal account teams across Sales, Success, Product and Engineering with the shared goal of maintaining customer health, work to win new business and/or grow existing accounts.

• Perform regular platform audits and identify opportunities for increased platform adoption and consumption, thus improving platform stickiness.

• Deliver maximum value realization of Managed Services to drive retention and growth.

Who You Are & What Makes You Qualified:

• 5+ years of experience in Enterprise Software consulting and/or technical configuration.

• Ability to lead and motivate large teams without direct supervision, leveraging mediation and stakeholder management skills 

• Strong stakeholder management experience including at the executive level 

• Cloud contact center experience with platforms such as Mitel, Avaya, Cisco, Amazon Connect, Genesys, Ameyo, Talkdesk, Ring Central etc.

• Experience with Cloud contact center technologies ranging from IP Telephony, Intelligent Routing, Workflow Automation, Self Service, Conversational AI, Workforce Optimization, Outbound Engagement, …