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Success Manager at Sprinklr
Austin, TX, US / Dallas, TX, 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 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.

 

SUCCESS MANAGER

The Success Manager is the key touch point between Sprinklr and our customers.  In this position, you will ensure every stakeholder maximizes their usage of the Sprinklr platform, understands how we can enable them to achieve their strategic objectives, and reach their desired outcomes.  

What You will Do:

  • Work solely with enterprise customers to develop a success plan that outlines how Sprinklr will be addressing their critical need both immediately and in the future
  • Handle a portfolio of #-# enterprise customer accounts and consult customers in their journey to increase volume and quality through their adoption of Sprinklr
  • Manage Customer Success outcomes - increase renewal rates and reduce churn, drive adoption and customer satisfaction, cultivate Sprinklradvocates to refer new business
  • Manage and track key performance indicators (KPIs) in Gainsight related to renewal and expansion commitments to ensure predictable and exceptional results
  • Manage the contract renewal cycle from scheduling initial meetings through negotiation, contract changes, and signature while ensuring customers renew
  • Coach customers to be product experts and train their teams on Sprinklr methodologies so they become increasingly self-sufficient
  • Track, forecast and close renewal, upsell and cross-sell opportunities within assigned client accounts and achieve targeted renewal rate
  • Thrive in a team-oriented culture through delivering a significant individual contribution while collaborating with and strengthening teammates
  • Raise critical customer concerns internally and mobilize resources to resolve issues

What We Are Looking for:

  • 3-7 years relevant work experience in a customer-facing customer success, account management or strategic consulting organization.  SaaS experience preferred
  • Experience using CRM software (Salesforce), Microsoft Office Suite (Word, PowerPoint, Excel) and Google Applications (Analytics, Docs, Sheets, Slides)
  • Consistently and cogently address our customers’ needs through astute verbal and written communication skills
  • Prepare and deliver formal quarterly business reviews (QBR) with a focus on project specific milestones and customer health
  • Leverage knowledge of the Sprinklr platform and industry best practices to present solutions to ensure clients achieve their goals through best practices product utilization and providing excellent consultative support
  • Help drive customer references and case studies

What Makes You Qualified:

  • Bachelor’s degree from an accredited college or university or relevant experience
  • English language proficiency for all locations and specifically for non-US offices, business-level fluency in Arabic (Dubai), Chinese (Shanghai), Dutch (Amsterdam), French (Paris/Lausanne), German (Hamburg/Zurich), Japanese (Tokyo), Spanish (Madrid)
  • Expected to travel up to 25-30% of the time on average (can vary by region)
  • Improve Client Services across company - create company-wide culture focused on customer success across the organization (Marketing, Product, Sales, Finance, Executive)

 

Sprinklr has spent the last eight years building software for an “un-enterprise” world and we’re bringing the very best talent together to take us to the next level.