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Product Success Manager



Posted on Thursday, June 8, 2023

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

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

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 accommodation, please let us know by filling out this form, and we will reach out to you. If you have additional questions, please contact .