Our Product 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
We are looking for someone who can ensure the following outcomes for every customer –
Deliver Value: Be able to deliver on, and communicate the value associated with the customer’s investment in social module through the Sprinklr platform to guarantee retention & customer growth.
Drive Adoption: Drive adoption and usage of new products and features across multiple business units, teams, and markets within a single customer.
Establish Relationships: Establish and nurture relationships built on trust with every new customer, develop client and agency champions, and identify key stakeholders.
Strategic Business Partner: 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.
What Are Your Responsibilities
Ensure that every customer derives the most value possible from the platform leading to retention and business expansion.
Identify, comprehend and clearly articulate customers’ requirements to generate an end-to-end solution to their business challenges.
Develop a deep understanding of customer needs and tie them to specific Sprinklr use cases, product features, benefits and value propositions.
Analyse and elevate customer’s consumption of contract, adoption of the product and generation of upsell or cross-sell.
Act as day-to-day contact for stakeholders in brand, agencies and for System Administrators.
Assist world’s leading brands and their agencies in seamlessly building social media campaigns & process-flows mapped to their business needs, through Sprinklr.
Identify platform gaps, and optimization opportunities; designing and configuring the appropriate solutions so client expectations regarding platform use-cases and functionalities are fulfilled.
Proactively identify opportunities to improve operational efficiencies and find suitable entities which could benefit from utilising AI to drive greater ROI.
Establish and nurture senior level relationships built on trust, develop client champions and identify key stakeholders.
Capture development areas for product improvement and collaborate with product managers and engineering for necessary corrective actions.
Actively make sure you are knowledgeable on native channel’s products package.
Work with clients to improve the social service itself and its alignment with the client’s core business.
Provide on-going training support and ad hoc training sessions to always keep customers educated on Sprinklr’s know-hows.
Actively make sure that you are knowledgeable on all Sprinklr software products.
Identify opportunities for customer references and case studies
Who You Are & What Makes You Qualified
2+ years of experience in account management at a brand, agency or technology.
Experience in web technologies, CRM or SaaS platforms and digital marketing experience across social platforms.
Strong product acumen & evangelization experience with the aptitude to learn new products.
Excellent written and verbal communication skills. Multilingual skills (French, German, Spanish, Japanese or others) would be a plus.
Analytical mind-set with attention to detail along with excellent problem-solving and critical-thinking skills.
Ability to think independently and learn as a member of a team.
Ability to identify and clearly articulate issues clients are facing and capability of devising & implementing their solutions.
Ability to work in a highly challenging & competitive environment while delivering high quality of customer service.
Ability to work effectively under tight deadlines and juggle several assignments & projects simultaneously, while maintaining high standard of excellence.
Intrinsically motivated to tackle unique client use cases, passion to solve business challenges and commitment to client delight.
Ability to interpret industry trends across different verticals & lines of businesses.
Ability to operate in an autonomous way, engage with stakeholders across the globe and lead customers through change management.
Advanced analytical skills with proven competency in data tools & methodologies.
Ability to collate, harmonise and visualise data and present the statistical merit in a business case.
Industry specific knowledge across different verticals or lines of business preferred.
Demonstrated experience and a passion for the social technology universe (i.e., Facebook, Instagram, Twitter, YouTube, LinkedIn, Pinterest, Snapchat, TikTok).
Direct experience in working with a social media management software is preferred.
3 or 4-year college or university degree (preferably in STEM)