Directly responsiblefor:

• Manage a portfolio of customers at scale, delivering proactive guidance, adoption support, and value realization across multiple accounts simultaneously through a structured engagement model.

• Prioritize customer needs effectively and drive outcomes through a mix of digital touchpoints, virtual engagements, and scalable success programs whilemaintaininghigh customer satisfaction.

• Demonstratea strongunderstanding of SaaS platforms, customer workflows, integrations, and product capabilities to effectively guide customers on adoption and best practices.

• Translate customer business requirements into product recommendations, troubleshoot common platform queries, and collaborate with cross-functional teams to drive successful outcomes.

• Conduct Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs) toshowcasevalue realization, align onbusiness objectives, review adoption metrics, andidentifyopportunities to drive customer outcomes and growth.

• Cultivate relationships with key stakeholders across customer organizations andestablishnew relationships, directly or by introducing Sprinklr executives and product leadership.

• Build customer champions and advocates to ensure clients can articulate and understand the value Sprinklr is driving to their business.

• Oversee customer adoption journey, ensuringappropriate resourcesare engaged, and effective solutions are implemented, at each stage of the lifecycle to achieve successful outcomes.

• Ensure awareness of Sprinklr’s product, productroadmapand new releases to all relevant customer stakeholders, in the context of the customer stakeholder’s role, current and prescribed future use cases of Sprinklr.

• Customerproduct adoption, realized value, and ROI from Sprinklr: Ensuring customerachievement of Sprinklr use cases, validatedwith business metrics and data driven insights. 

• Co-develop a success plan with customer to deliver on agreed KPI’s and success metrics. Conduct regular customer cadences toalignon value realization, agreed business priorities, and provide thought leadership specific to client’s evolving business needs.

• Leverage customer health data, product adoption insights, and consumption metrics to proactivelyidentifyrisks, drive recommendations, and improve customer outcomes. 

• Responsible for customer workspace configuration audits, partnering with cross-functional teams on the process and related deliverables. 

• Drive customer enablement and self-service adoption through scalable playbooks, best practices, and digital programs to improve adoption, retention, and operational efficiency

• Proactivelyidentifyadoption blockers to eliminateconsumption risk. Empower customersin using Sprinklr to minimize redundant workflows, processesand resources. 

• Advocate for the customer with Sprinklr’s Product Team and Partnerships Team which entailsidentifyingproduct enhancements, opportunities and paths to solutions that require development and sometimes third-party partners. 

• Increasing revenue from customers. Collaborate with the Sales, SolutionsConsultant &other cross-functional teams to identifyupsell and cross-sell opportunities. 

• Develop a deep understanding of customer businessobjectives, industry trends,competitorsand market dynamics to identifyopportunities for value realization, expansion, and strategic growth.

Preferred qualifications & skills:  

• Minimum of 4-8 years' experience in Customer Success, Technical Account management, Technology Consulting, or Technology Solutions Development.  

• Experience delivering large-scale transformational programs across Fortune 100 enterprise clients’ customer experience functions, working across multiple lines of business to deliver organization-wide impact, often breaking through legacy silos.  

• Ability to analyze customer’s usage data, KPIs and health indicators to identify opportunities for improvement and translate into actionable recommendations, plan and path to solutions.  

• Demonstrated experience and/or knowledge of marketing automation technologies, or contact center technologies digital transformation, AI solutions, market research and insights, business analytics, emerging technologies, and data management platforms and technology.  

• Strong program management experience overseeing large, cross-functional teams to ensuretimelyexecution of deliverables. 

• Proven ability to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners, as well as mapping business requirements into technical features. 

• Interest in continuously learning and advancing understanding of tech industry, customer experience technologies, technology platforms and solutions, AI advancement, and trends with top global brands 

• Exceptional communication and presentation skills withdemonstratedability to communicate and influence effectively at all levels of the organization, including executive and C-level. 

• Ability to travel between 25-50% of the time. Candidates local to clients strongly preferred. 

• Project Management Professional certification (PMP, PMI-PMP, LSS)a plus. 

• Bachelor’s degree from an accredited college or university, or relevant experience.