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Sr. Sales Operations Analyst, Customer Success at Sprinklr
New York City, NY, US

Sprinklr is 1500+ employees strong, valued at $1.8 billion, and one of the fastest growing companies in the history of enterprise software.

In the age of the empowered and connected customer, we know that every experience a customer has with a brand matters a lot.

That’s why -- from the very beginning -- Sprinklr set out to build a powerful, agnostic, and first-of-its-kind “social operating system” that integrates with an organization’s existing tech infrastructure and allows employees across the front office to collaborate more effectively and deliver superior customer experiences across every social channel.
Today, we’re revolutionizing customer engagement in 75+ countries for more than 1000 of the most recognized brands, including Nike, JPMorgan Chase, Verizon, McDonald’s, Microsoft, P&G, Uber, and more than 50% of the Fortune50.

We’ve spent the last eight years building the world’s most complete enterprise social technology. Now we’re leveraging that market-leading position to help the biggest brands on the planet take on one of the largest opportunities ever in enterprise software: unifying the front office. And we’re bringing the very best talent in the world together to get there

The Customer Success Operations Manager is responsible to help scale the operations of our Global Customer Success organization by providing the systems and business insights the organization needs to have productive and effective customer touchpoints.

Position - Senior Operations Analyst Customer Success Operations  (NYC)
He or she will be responsible for:

  • Analyzing and translating Global Customer health pulse to useful insightful business information to help with a successful renewal and expansion of the customer’s software subscriptions
  • Determine reporting requirements and provide intuitive and relevant customer success dashboards leveraging Salesforce, Domo, and or Gainsight
  • Subject Matter expert of our the Renewal process, Salesforce, CPQ, and or Gainsight systems. Gather business requirements for improvement or deployment of new features and all campaigns around Customer retention and adoption.

Overall Responsibilities

  • Responsible for the daily maintenance of the Book of Business (BoB), and Renewal Book of Business (rBoB) by collaborating with the Success team, Deal Desk Team, and Finance team
  • Accurate forecasting of the Global Renewal and Churn by collaborating with Deal Desk, Finance, and the Success Organization leadership
  • Responsible to track and measure customer success productivity and operational metrics including retention rate, consumption rate, and other customer success productivity metrics
  • Create and maintain insightful reports and dashboards to help our executive team understand customer touchpoint activities as they relate to adoption and successful renewal
  • Gather business requirements and systems improvements for Gainsight and Salesforce and help roll out new features, improvements, and user training
  • Partner with cross functional departments including Tech Ops, Deal Desk, and Finance  to learn business needs and how it may impact the Customer Success Organization
  • Design business initiatives that analyze your customer data, and trigger actions for the customer success team to proactively engage with customers
  • Make recommendations to improve efficiencies through development and adoption of best practices related to the company’s  renewal and churn processes and standardized procedures including documentation and maintenance of documents
  • Monitor system performance, data integrity, and user activity to make recommendations on continuous improvements
  • Provides day-to-day end user support to all levels of the Customer Success organization including active participation in the Weekly Regional Customer Health meetings
  • Audit, collaborate, and propose corrections as necessary  to accurately process global customer renewal and churn
  • Prepare month-end and quarterly analysis,
  • Help build Success account loading and capacity models
  • Help design and operationalize  Success compensation Plan

Desired Qualifications and Experience:

  • Bachelor’s degree: Accounting, Math, Information Systems
  • MBA Preferred
  • Ability to thrive in a dynamic and interrupt-driven environment.
    High proficiency with Salesforce, Zendesk, Gainsight, Domo, MS Excel/PowerPoint, Financial Force or equivalent PSA system
  • Results-oriented toward meeting departmental objectives and customer expectations.
    Ability to independently identify and recruit necessary resources to meet customer needs and requests.
  • Highly motivated and enthusiastic personality (self-starter)
    Proven ability to recognize opportunities and potential growth in an account base
  • Strong interpersonal and relationship-building skills
  • Exceptional organizational, time-management, and follow-through skills.

Primary Job Requirements

  • Minimum of 2+ years experience in high-tech, Sales Operations, or Customer Success
  • Solid data management skills and reporting on multiple data sets (Senior Analyst)
  • Excellent written and verbal communications skills.
  • Results-oriented toward meeting departmental objectives and internal-customer expectations.
  • Ability to independently identify and recruit necessary resources to meet business requirements.
  • Proven ability to recognize opportunities and potential growth and patterns in large data-sets.