Lead - Managed Services Consultant

• 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.
• Identify platform gaps, and optimization opportunities; designing and configuring the appropriate solutions so client expectations regarding platform use-cases and functionalities are fulfilled.
• Own & deliver the end-to-end configuration of solution based on the customer requirements
• You will handle the post go-live change management of configuration throughout the customer life cycle
• Be the hands-on product expert and ensure customer's business goals are met
• Act as day-to-day contact for stakeholders in brand, agencies and for System Administrators.
• Analyse and elevate customer's consumption of contract, adoption of the product and generation of upsell or cross-sell.
• 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 suitable entities 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.
• Identify opportunities for customer references and case studies.
• Maintain platform relevancy according to changes in business needs.

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• 8+ years of experience in managed services or technology consulting, specifically in the CCaaS or cloud contact center industry.
• Strong knowledge of CCaaS technologies, including IVR, call routing, AI integrations, and customer journey management.
• Experience with cloud communication platforms, AI-driven customer support solutions, Chatbots and integrating CCaaS with third-party applications.
• Familiarity with CCaaS platforms like Genesys, Cisco Webex Contact Center, Twilio Flex, or other related technologies.
• Understanding of cloud architecture, VoIP, SIP, and telephony.
• Hands-on experience with system configuration, troubleshooting, and performance optimization.
• Excellent communication and interpersonal skills with the ability to work closely with clients and internal teams.
• Proven ability to understand business challenges and provide actionable recommendations.
• Ability to manage multiple client engagements and deliver high-quality service.
• Ability to translate customer business problems & requirements into on platform solutions

• Demonstrated experience 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 management software is preferred.
• Strong product acumen & evangelization experience with the aptitude to learn new products.
• Excellent written and verbal communication skills. Multilingual skills (French, German, Spanish, Japanese or others) would be a plus.
• Analytical mind-set with attention to detail along with excellent problem-solving and critical-thinking skills.
• Leading CCaaS Certifications like Genesys Cloud CX Professional, Cisco Certified Professional, Avaya Certified IC are preferred (not mandatory)

You are a technology consultant who has the:

• 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.

• The depth, breadth and frequency of customer platform adoption starts strong and keeps climbing.
• Your customers acknowledge Sprinklr value, renew their product offerings & add new licences, modules and services to their package.
• You constantly come up with new strategies that are adopted by your clients and peers.
• Your stakeholders participate in Sprinklr events, references and case studies.
• Your platform and industry knowledge makes you a trusted advisor both internally and externally.

: Sprinklr was founded in 2009 to solve a big problem: growing enterprise complexity that separated brands from their customers. Our vision was clear: to unify fragmented teams, tools and data - helping large organizations build deeper, more meaningful connections with the people they serve. Today, Sprinklr has a unified, AI-native platform for four product suites: Sprinklr Service, Sprinklr Social, Sprinklr Marketing and Sprinklr Insights. Sprinklr is here to do three things:

• Lead a new category of enterprise software that we call Unified-CXM.

• Empower companies to deliver next generation, unified engagement journeys that reimagine the customer experience.

• Create a culture of customer obsession, with trust, teamwork and accountability.