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Regional Success Director 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 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.       

Meet our Success Management Team!

  • Success Management is the key touchpoint between Sprinklr and our customers. We ensure that every stakeholder maximizes their usage of the platform, and understands how Sprinklr can help them achieve their strategic objectives.
  • Our KPIs are primarily focused on relationship health, platform adoption, and revenue retention & growth. We never lose a customer, and constantly demonstrate value.

What You'll Do

  • We are looking for an experienced digital marketing professional in our Manhattan office who will report into the Regional Vice President and ensure the following outcomes from every local client deployment:
  • Maximise usage of the platform mapped to business needs
  • Ensure client renewals and continued adoption of new products and services
  • Establish a relationship built on trust with every new partner, client champion, and stakeholder
  • Provide ownership of your assigned book of business including forecasting accuracy, risk mitigation and  renewal planning

What Are Your Responsibilities:

  • Lead a team of 4-6 Success Managers with approximate total book of business of $20M
  • Strategically align customer goals with Sprinklr's people, process & technology
  • Act as an escalation point for stakeholders and system administrators
  • Provide subject matter expertise and guidance on social business practices
  • Work closely with Success leadership and senior leadership across Sprinklr
  • Work alongside our internal Sprinklr Sales team to foster new opportunities within existing business

Who You Are & What Makes You Qualified:

  • 7-10 years of relevant experience, ideally including enterprise software management, and / or digital and social account management at a brand or agency
  • Experience of leading a team while being open to “getting in the weeds” with accounts
  • Excellent written and verbal communication skills
  • Demonstrated experience and a passion for the social technology universe (i.e., Facebook, Twitter, YouTube, Instagram, blogs, G+, LinkedIn, wikis, RSS, social bookmarking, discussion forums and community software)
  • Ability to work effectively under deadlines and juggle several assignments simultaneously
  • Flexibility in working with global internal and customer teams across time zones
  • Direct experience in working with or for social media management software is preferred
  • Passion for solving client challenges and commitment to client delight
  • 4-year college / university degree; relevant post-graduate qualification an advantage
  • Resilience, positivity, energy, thought-leadership, strong ability to problem solve and passion to learn
  • You Know You're Successful If…
    • The depth, breadth and frequency of customer platform adoption across all locally managed accounts starts strong and keeps climbing
    • Customers add new licenses, modules and services to their package
    • Stakeholders give positive NPS scores and participate in Sprinklr events and case studies
    • Your domain knowledge makes you a trusted advisor both internally and externally
    • Relationship Access develops from practitioner to executive/C-Suite level
    • Your strategic work with the customer and Sprinklr results in positive business outcomes

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.