Sr. Managed Services Consultant (AMER shift)

About the role

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 Our Managed Services 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. Responsibilitie 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. - Analyze 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. - 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 suitableentities 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. What makes you qualified - 4+ years of experience in account management at a brand, agency or tech company. - 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. - 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 with, 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 managem