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

　　The Success Team

　　Our Success 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 customers' 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 customers' 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 Do

　　You will be the owner for your book of business 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 the customer's investment in the Sprinklr platform to guarantee retention & customer growthUnderstand customer's current Sprinklr implementation and ensure maximization of business value realized by the customer through consultative support, training, business reviews and configuration optimisation

　　Strategic Trusted Advisor

　　Establish and nurture senior level relationships built on trust, develop client champions, and identify key stakeholdersBecome 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 productDevelop 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 you & your team know how to communicate them effectivelyBe hands on on the platform and stay updated to Sprinklr's latest features to deliver 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 resultsCalculate 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 & productsServe 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 organizationDeep product experience with the aptitude to learn new platforms and featuresExperience in Web technologies, CRM or SaaS platforms and/or digital marketing experience in social platforms will be a plusAdvanced 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 caseAbility to interpret industry specific trends across different verticals or lines of businessAbility to operate autonomously, engage stakeholders across regions, and lead change managementIntrinsically motivated to tackle unique client use cases, passion to solve business challenges, and commitment to client delightDemonstrated 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 preferredSocial media ads certifications or Digital Marketing Certifications preferred3 or 4-year college / university degreeExcellent written and verbal communication skills, articulation skills and a compelling executive presenceFluent French or German language skills is a must have

　　Why you'll love Sprinklr: We're committed to creating the kind of culture where you feel like you belong, are happier today than yesterday, and your contributions matter. At Sprinklr, our goal is to treat everyone like family and passionately, genuinely care. For full-time employees, we offer flexible paid time off and paid parental leave, medical plans, dental and vision plans, life insurance, 401(k) savings plans, employee stock options, gym and wellness discounts, Plum benefits, Lifemart discounts, and paid time off to invest in learning and career development.

　　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, virtual fitness, and access to Headspace. 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 judgement-free zone regardless of gender, race, ethnicity, age, and lifestyle preference, among others. We value and celebrate diversity and 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 is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. See also Sprinklr's EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodations, please let us know by filling out this form.