Senior Managed Services Consultant SaaS / Social & Digital - Sprinklr

Sprinklr is the definitive, AI-native platform for Unified Customer Experience Management (Unified-CXM), empowering brands to deliver extraordinary experiences at scale — across every customer touchpoint.

By combining human instinct with the speed and efficiency of AI, Sprinklr helps brands earn trust and loyalty through personalized, seamless, and efficient customer interactions. Sprinklr ’s unified platform provides powerful solutions for every customer-facing team — spanning social media management, marketing, advertising, customer feedback, and omnichannel contact center management — enabling enterprises to unify data, break down silos, and act on real-time insights.

Today, 1,900+ enterprises and 60% of the Fortune 100 rely on Sprinklr to help them deliver consistent, trusted customer experiences worldwide.

Job Description

Our Managed Services Team at Sprinklr is responsible for driving product retention, consumption, adoption and growth across a global portfolio of customers. We believe that listening and developing a deep understanding of each customers’ objectives, together with the application of purpose-built solutions to address those requirements at scale, is the winning formula for long term success and growth of the business. Our execution is defined by the 3 focus areas or ‘Obsessions’. Our Customer Obsession is going the full distance in understanding what value means to each member of the customers’ organization. Our Product Obsession is developing and refining our technology as a way of life. Our Learning Obsession is constantly empowering every team member to reach their full potential. We believe that our clear vision, and robust global execution will enable us to make our customers ‘happier’.

What Are Your Responsibilities

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 enable