Lead - Managed Services Consultant

Requirements

• You are a technology consultant who has the:
• Ability to think independently and learn as a member of a team.
• Ability to identify and clearly articulate issues cl

Additional Information

Sprinklr is the definitive, AI-native platform for Unified Customer Experience Management (Unified-CXM), empowering brands to deliver extraordinary experiences at scale - across every customer touchpoint. By combining human instinct with the speed and efficiency of AI, Sprinklr helps brands earn trust and loyalty through personalized, seamless, and efficient customer interactions. Sprinklr's unified platform provides powerful solutions for every customer-facing team - spanning social media management, marketing, advertising, customer feedback, and omnichannel contact center management - enabling enterprises to unify data, break down silos, and act on real-time insights. Today, 1,900+ enterprises and 60% of the Fortune 100 rely on Sprinklr to help them deliver consistent, trusted customer experiences worldwide. Job Description 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. Identify platform gaps, and optimization opportunities; designing and configuring the appropriate solutions so client expectations regarding platform use-cases and functionalities are fulfilled. Own & deliver the end-to-end configuration of solution based on the customer requirements You will handle the post go-live change management of configuration throughout the customer life cycle Be the hands-on product expert and ensure customer's business goals are met Act as day-to-day contact for stakeholders in brand, agencies and for System Administrators. Analyse and elevate customer's consumption of contract, adoption of the product and generation of upsell or cross-sell. Provide oversight on any additional enablement of the software deployment to be in line with current architecture and future client needs or business requirements. 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. Identify opportunities for customer references and case studies. Maintain platform relevancy according to changes in business needs. Who You Are & What Makes You Qualified Must Have Qualifications: 8+ years of experience in managed services or technology consulting, specifically in the CCaaS or cloud contact center industry. Strong knowledge of CCaaS technologies, including IVR, call routing, AI integrations, and customer journey management. Experience with cloud communication platforms, AI-driven customer support solutions, Chatbots and integrating CCaaS with third-party applications. Familiarity with CCaaS platforms like Genesys, Cisco Webex Contact Center, Twilio Flex, or other related technologies. Understanding of cloud architecture, VoIP, SIP, and telephony. Hands-on experience with system configuration, troubleshooting, and performance optimization. Excellent communication and interpersonal skills with the ability to work closely with clients and internal teams. Proven ability to understand business challenges and provide actionable recommendations. Ability to manage multiple client engagements and deliver high-quality service. Ability to translate customer business problems & requirements into on platform solutions Good to Have Skills: 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. 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. Leading CCaaS Certifications like Genesys Cloud CX Professional, Cisco Certified Professional, Avaya Certified IC are preferred (not mandatory)