Senior Managed Services Consultant

Sprinklr is the definitive, AI-native platform for Unified Customer Experience Management (Unified-CXM), empowering brands to deliver extraordinary experiences at scale — across every customer touchpoint.By combining human instinct with the speed and efficiency of AI, Sprinklr helps brands earn trust and loyalty through personalized, seamless, and efficient customer interactions. Sprinklr’s unified platform provides powerful solutions for every customer-facing team — spanning social media management, marketing, advertising, customer feedback, and omnichannel contact center management — enabling enterprises to unify data, break down silos, and act on real-time insights.Today, 1,900+ enterprises and 60% of the Fortune 100 rely on Sprinklr to help them deliver consistent, trusted customer experiences worldwide.Job DescriptionSprinklr is a Customer Experience Management (CXM) platform for modern channels, helping the world’s most valuable enterprises make their customers happier.Sprinklr is 2,000+ employees strong, valued at $2+ billion, and one of the fastest-growing companies in the history of enterprise software. In the age of the empowered and connected customer, we know that every experience a customer has with a brand, matters, a lot. That is why from the very beginning, Sprinklr set out to build a powerful, agnostic, and first-of-its-kind ‘social operating system’ that integrates with an organization’s existing infrastructure and allows employees across the front office to collaborate more effectively. This helps them deliver superior customer experiences across every social channel.Today, Sprinklr is positioned at the forefront of the customer experience management industry & is revolutionizing customer engagement in 75+ countries for more than 1000 of the most recognized brands, including Nike, JPMorgan Chase, Verizon, McDonald’s, Microsoft, P&G, Uber, and more than 50% of the Fortune 50. We’ve spent the last thirteen years building the world’s most complete enterprise social technology. Now we’re leveraging that market-leader position to help the biggest brands on the planet take on one of the largest opportunities ever in enterprise software, i.e., unifying the front office and providing a complete customer experience platform. To achieve this, we’re bringing the best-in-class talent in the world together.Meet our Managed Services Team!Our Managed Services Team at Sprinklr is responsible for driving product retention, consumption, adoption and growth across a global portfolio of customers. We believe that listening and developing a deep understanding of each customer’s objectives, together with the application of purpose-built solutions to address those requirements at scale, is the winning formula for long-term success and growth of the business.Our execution is defined by the 3 focus areas or ‘Obsessions’. Our Customer Obsession is going the full distance in understanding what value means to each member of the customer’s organization. Our Product Obsession is developing and refining our technology as a way of life. Our Learning Obsession is constantly empowering every team member to reach their full potential.We believe that our clear vision and robust global execution will enable us to make our customers ‘happier’.What You'll DoWe are looking for someone who can ensure the following outcomes for every customer -Deliver Value: Be able to deliver on and communicate the value associated with the customer’s investment in Sprinklr solutions through the Sprinklr platform to guarantee retention & customer growth. Drive Adoption: Drive adoption and usage of new products and features across multiple business units, teams, and markets within a single customer. Establish Relationships: Establish and nurture relationships built on trust with every new customer, develop client and agency champions, and identify key stakeholders. Strategic Business Partner: Become your customer’s day-to-day strategic advisor who understands their business challenges and can communicate the positive business outcomes of working with Sprinklr. What Are Your ResponsibilitiesEnsure that every customer derives the most value possible from the platform, leading to retention and business expansion. Identify, comprehend and clearly articulate customers' 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. Identify platform gaps and optimization opportunities; design and configure the appropriate solutions so that client expectations regarding platform use-cases and functionalities are fulfilled. Own & deliver the end-to-end configuration of the solution based on the customer's requirements You will handle the post-go-live change management of configuration throughout the customer life cycle Be the hands-on product expert and ensure the customer’s business goals are met Act as day-to-day contact for stakeholders in brand, agencies and for System Administrators. Analyse and elevate customers’ consumption of contracts, adoption of the product and generation of upsell or cross-sell. Provide oversight on any additional enablement of the software deployment to be in line with current architecture and future client needs or business requirements. Proactively identify opportunities to improve operational efficiencies and find suitable entities which 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 for necessary corrective actions. Actively make sure you are knowledgeable about the native channel’s product package. 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 always keep customers educated on Sprinklr’s know-how. Identify opportunities for customer references and case studies. Maintain platform relevancy according to changes in business needs. Who You Are & What Makes You QualifiedMust Have Qualifications:5+ years of experience in managed services or technology consulting, specifically in the CCaaS or cloud contact center industry. Strong knowledge of CCaaS technologies, including IVR, call routing, AI integrations, and customer journey management. Experience with cloud communication platforms, AI-driven customer support solutions, Chatbots and integrating CCaaS with third-party applications. Familiarity with CCaaS platforms like Genesys, Cisco Webex Contact Center, Twilio Flex, or other related technologies. Understanding of cloud architecture, VoIP, SIP, and telephony. Hands-on experience with system configuration, troubleshooting, and performance optimization. Excellent communication and interpersonal skills with the ability to work closely with clients and internal teams. Proven ability to understand business challenges and provide actionable recommendations. Ability to manage multiple client engagements and deliver high-quality service. Ability to translate customer business problems & requirements into on-platform solutions Good to Have Skills:Demonstrated experience and a passion for the social technology universe (i.e., Facebook, Instagram, Twitter, YouTube, LinkedIn, Pinterest, Snapchat, TikTok). Direct experience in working with social media management software is preferred. Strong product acumen & evangelization experience with the aptitude to learn new products. Excellent written and verbal communication skills. Multilingual skills (French, German, Spanish, Japanese or others) would be a plus. An analytical mindset with attention to detail, along with excellent problem-solving and critical-thinking skills. Leading CCaaS Certifications like Genesys Cloud CX Professional, Cisco Certified Professional, and Avaya Certified IC are preferred (not mandatory) Who You AreYou are a technology consultant who has the:Ability to think independently and learn as a member of a team. Ability to identify and clearly articulate issues clients are facing and the capability of devising & implementing their solutions. Ability to work in a highly challenging & competitive environment while delivering high-quality customer service. Ability to work effectively under tight deadlines and juggle several assignments & projects simultaneously, while maintaining a high standard of excellence. Intrinsically motivated to tackle unique client use cases, passion to solve business challenges and a commitment to client delight. Ability to interpret industry trends across different verticals & lines of business. Ability to operate in an autonomous way, engage with stakeholders across the globe and lead customers through change management. You Know You're Successful IfThe depth, breadth and frequency of customer platform adoption start strong and keep climbing. Your customers acknowledge Sprinklr value, renew their product offerings & add new licences, modules and services to their package. You constantly come up with new strategies that are adopted by your clients and peers. Your stakeholders participate in Sprinklr events, references and case studies. Your platform and industry knowledge make you a trusted advisor both internally and externally.We focus on our mission: Sprinklr was founded in 2009 to solve a big problem: growing enterprise complexity that separated brands from their customers. Our vision was clear: to unify fragmented teams, tools and data — helping large organizations build deeper, more meaningful connections with the people they serve. Today, Sprinklr has a unified, AI-native platform for four product suites: Sprinklr Service, Sprinklr Social, Sprinklr Marketing and Sprinklr Insights. Sprinklr is here to do three things:Lead a new category of enterprise software that we call Unified-CXM. Empower companies to deliver next generation, unified engagement journeys that reimagine the customer experience. Create a culture of customer obsession, with trust, teamwork and accountability. We believe in our product: Customers who value exceptional customer experiences have what they need on our single unified platform built with an operating system approach on a single codebase. That means that everything — and everyone — can work together to service, respond, sell, and market to customers on the channels they prefer. While Unified Customer Experience Management (Unified-CXM) as a category is just getting started, we are well on our way to creating a no-compromise, unified approach to better customer experiences for the world’s leading enterprise brands.We invest in our people: We offer a comprehensive suite of benefits designed to help each member of our team thrive. Sprinklr believes that you should be able to get the type of care you need for your personal well-being when you need it. We offer you and your family voluntary healthcare coverage in countries where applicable. We believe it is important to take time off – it is essential for your mental and physical wellbeing. We provide Sprinklrites with paid time off to recharge and spend time with loved ones. We want to grow our talent with purpose. Our open Mentoring Program is designed to create meaningful connections that support growth and amplify our focus.To learn more about employee benefits by region, click here.To learn more about all-things-Sprinklr, visit our candidate resource hub here.Why You'll Love Sprinklr: We're committed to creating a culture where you feel like you belong, are happier today than you were yesterday, and your contributions matter. At Sprinklr, we passionately, genuinely care. For full-time employees, we provide a range of comprehensive health plans, leading well-being programs, and financial protection for you and your family through a range of global and localized plans throughout the world.For more information on Sprinklr Benefits around the world, head to https://sprinklrbenefits.com/ to browse our country-specific benefits guides.We focus on our mission: We founded Sprinklr with one mission: to enable every organization on the planet to make their customers happier. Our vision is to be the world’s most loved enterprise software company, ever.We believe in our product: Sprinklr was built from the ground up to enable a brand’s digital transformation. Its platform provides every customer-facing team with the ability to reach, engage, and listen to customers around the world. At Sprinklr, we have many of the world's largest brands as our clients, and our employees have the opportunity to work closely alongside them.We invest in our people: At Sprinklr, we believe every human has the potential to be amazing. We empower each Sprinklrite in the journey toward achieving their personal and professional best. For wellbeing, this includes daily meditation breaks and virtual fitness. We have continuous learning opportunities available with LinkedIn Learning and more.EEO - Our philosophy: Our goal is to ensure every employee feels like they belong and are operating in a collaborative environment. We fervently believe every employee matters and should be respected and heard. We believe we are stronger when we belong because collectively, we’re more innovative, creative, and successful. Sprinklr is proud to be an equal-opportunity workplace and complies with all applicable federal, state, and local fair employment practices laws. We are committed to equal employment opportunity regardless of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable law.Reasonable accommodations are available upon request during the interview process. To request an accommodation, please work directly with your recruitment coordinator or recruiter.Warning about Recruiting Scams: Please be vigilant for recruiting scams impersonating Sprinklr. Sprinklr will never ask you for money, to pay for equipment, or for unnecessary personal information during the interview process. Sprinklr will also never pay in Bitcoin or send email communications from our executives. Please review the Federal Trade Commission's advice to avoid these types of scams.If you are contacted by someone whom you suspect may not be appropriately representing Sprinklr, please do not engage and block their email or phone number immediately.External Field