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Success Manager at Sprinklr
New York City, NY, US

Sprinklr is 1,500 employees strong, valued at $1.8 billion, and positioned at the forefront of the customer experience management industry. At a time when consumers are connected and empowered like never before, Sprinklr is helping the world’s largest brands provide amazing experiences at every turn.

Sprinklr offers a set of powerful social capabilities that allow our clients to reach, engage, and listen to customers across 24 social channels. We empower entire organizations to work together – across marketing, advertising, research, commerce, and customer care – to manage customer experience at scale.

Sprinklr Success Manager

Key Actions and Responsibilities 
Sprinklr is looking for a highly professional and confident individual to join our Customer Success team to ensure the following outcomes for one of our biggest clients:

  • Deliver Value: Be able to deliver on, and communicate the value associated with their investment in the Sprinklr platform.
  • Establish Relationships: Establish and nurture senior level relationships built on trust, develop client champions, and identify key stakeholders.
  • Strategic Partner: Become the client’s day-to-day strategic advisor who understands their business challenges and can communicate the positive business outcomes of working with Sprinklr.
  • Guarantee Retention: Work cross-functionally with internal teams (sales, professional services, product dev, training and support) to create a unified account team that supports the customer through contract renewal and surfaces new growth opportunities.
  • Drive Adoption: Drive adoption and usage of new products and features across multiple business units, teams, and markets.

The key objective of this role is to own and develop the Sprinklr relationship with the client for both the  Core Sprinklr platform and Advertising roll out. 

The focus will be on strategic customer engagement i.e. guiding the client through how they can leverage Sprinklr to grow their business rather than tactical implementation (i.e. demonstrate how they will get value through adopting the full suite of Sprinklr capabilities post enablement)

Who You Are & What Makes You Qualified 

The Customer Success Org is tasked with guaranteeing customer retention across all of Sprinklr.  These are the skills you’ll need to make it happen:

  • 4-7 years of experience in enterprise software account management, or digital + social strategy experience at a brand or agency for an equivalent duration
  • A do-anything attitude for delighting the customer. We are a customer-centric organization, meaning we drop everything to solve problems and make our customers happy.
  • Exceptional written and verbal communication skills
  • Technical “show and tell” skills with an emphasis on platform education
  • Must be able to comfortably present to large, executive level teams
  • Self-starting problem solver, who isn’t afraid to learn on the go and enjoys the technical intricacies and challenges of live software.
  • Demonstrated experience and a passion for customer experience management (CXM) - including social media marketing for enterprise brands - or preferably direct experience with other social media management software.
  • Ability to work effectively under deadlines and juggle multiple projects simultaneously
  • University degree, focus on business / marketing strongly encouraged
  • German + English required

Technical Experience:

  • Collaborative technical tools (Google Sites, Jira, Zendesk, Gainsight)
  • Presentation and Communication tools (Power Point, Google Slides, Google Doc, Slack)
  • Experience configuring Social Media Management / Content Management tools
  • Commercial account management / CRM systems

Sprinklr works with more than 1,000 of the most recognized brands around the world, including Nike, JPMorgan Chase, Verizon, McDonald’s, Microsoft, P&G, and more than 50% of the Fortune 50.