Manager - Customer Success - IT

Success Manager

What You'll Do

You will be the owner for the set of accounts and drive product retention, consumption, adoption, engagement and growth for a set of customers.

- Deliver Value

- Be able to deliver on, and communicate the value associated with their investment in the Sprinklr platform

- Understand Customer's current Sprinklr implementation and ensure maximization of business value realized by the customer through consultative support, training, business reviews and configuration optimization

- Ensure that every customer derives the most value possible from the platform leading to retention

- Be the Strategic Advisor who Establishes and Builds Customer Relationships

- Establish and nurture senior level relationships built on trust, develop client champions, and identify key stakeholders

- 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

- Drive Adoption

- Empower Sprinklr customers to improve their end-customers' digital experiences and achieve business objectives through the adoption of Sprinklr product

- Develop a deep understanding of customer needs and be able to tie them to specific Sprinklr use cases, product features, benefits, and value propositions and ensure your team knows how to communicate them effectively

- Be hands on on the platform and updated to Sprinklr's latest features is critical in delivering the best suited solutions to customers

- Guarantee Retention and Grow the business

- Increase renewal rates, drive adoption and consumption, improve customer satisfaction, and cultivate Sprinklr advocates to generate new business (upsell and cross-sell)

- Identify opportunities for customer references and case studies

- Account Governance

- Manage and track key performance indicators (KPIs) - including renewal, consumption, adoption, and expansion commitments - to ensure exceptional, predictable results

- Calculate risk forecasts based on product adoption; close renewal, upsell, and cross-sell opportunities within assigned client accounts in partnership with relevant Sales Account Executives - while achieving targeted renewal rate

- Manage Internal Stakeholders

- Be a customer advocate within Sprinklr providing feedback to engineering teams to develop / identify new features & products

- Serve as the internal voice of the customer and advocate for your customers' needs (services, support, product management, executive alignment)

- Work closely with multiple teams (sales. support, product specialists, services etc.) within Sprinklr

Who You Are & What Makes You Qualified

- 4+ years of experience in B2B SaaS customer success, account management, product management or a strategic consulting organization

- Deep product management / evangelization experience with the aptitude to learn new products

- Experience in Web technologies, CRM or SaaS platforms and/or digital marketing experience in social platforms will be a PLUS

- 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

- Ability to interpret Industry specific trends across different verticals or lines of business

- Able to operate autonomously, engage stakeholders across regions and lead change management

- Intrinsically motivated to tackle unique client use cases, passion to solve business challenges and commitment to client delight

- Demonstrated passion for the social technology universe (i.e., Facebook, Instagram, Twitter, YouTube, LinkedIn, Pinterest, Snapchat, TikTok).

- Direct experience in working with or for social media management software is preferred

- Social media ads certifications or Digital Marketing Certifications preferred

- Bachelor's Degree in technical / engineering disciplines (IITs, NITs or comparable Tier 1 Colleges)

- MBA Degree preferred (IIMs or comparable Tier 1 Colleges)

- Flexibility to work with our customers in North America time zone

- Passion for solving client challenges and commitment to client delight

- Naturally curious, with excellent critical-thinking skills

- Flexibility to adapt with the demands of the business

- Excellent written and verbal communication skills, articulation skills and a compelling executive presence. Multilingual skills (French, German, Spanish, Arabic or others) would be a plus.