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Senior Managed Services Consultant - CCaaS



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Posted on Friday, May 24, 2024

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, Social Media Engagement, Digital (DX), Unified communications (UC) and Analytics.

  • Experience working on social media management software, customer engagement SAAS, CCaaS platforms are preferred.

  • Excellent written and verbal communication skills.

  • Strong technical background with advanced computer skills.

  • Ability to work independently and as a member of a team.

  • Demonstrate experience and a passion for the social media technology universe.

  • Extremely strong communication and presentation skills.

  • Ability to work effectively under tight deadlines and juggle several assignments simultaneously.

  • Fluency in social media platforms and direct experience in working with or for social media management software is preferred.

  • Passion for solving customer challenges and commitment to customer delight.

  • Advanced skills in Microsoft Office (Excel & PowerPoint)

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, 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 judgment-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.

Compensation Range

$92,000 - $122,000 - $153,000

The base salary range for this role at minimum, midpoint and maximum is shown above. It is not typical for a candidate to be hired close to or at the maximum of the salary range. At Sprinklr, base pay depends on multiple individualized factors, including experience, qualifications, job-related knowledge and skills, and geographic location. Base pay also depends on the relative experience, knowledge, skills to our internal peers in the role. Base pay is only one part of our competitive Total Rewards package: the successful candidate may also be eligible to participate in Sprinklr’s discretionary bonus plan, commission plan and/or equity plan, depending on role.

US-based Sprinklr employees are eligible for a highly competitive benefits package as well, which demonstrates our commitment to our employees’ health, well-being, and financial protection. The US-based benefits include a 401k plan with 100% vested company contributions, flexible paid time off, holidays, generous caregiver and parental leaves, life and disability insurance, and health benefits including medical, dental, vision, and prescription drug coverage.