The Success Manager is the primary link between Sprinklr and our customers. In this position, you will ensure that Sprinklr customers make the best possible use of the Sprinklr platform, equip them to pursue their strategic objectives, and help them achieve their desired business goals.
What You Will Do:
Empower Sprinklr enterprise customers to improve their customers digital experiences and achieve business objectives through the adoption of Sprinklr
Increase renewal rates, drive adoption, improve customer satisfaction, and cultivate Sprinklr advocates to generate new business
Serve as the internal voice of the customer and advocate for your clients needs (services, support, product management, executive alignment)
Manage and track key performance indicators (KPIs) in Gainsight including renewal and expansion commitments to ensure exceptional, predictable results
Calculate risk forecasts based on product adoption; close renewal, upsell, and cross-sell opportunities within assigned client accounts in partnership with relevant Sales Account Executives while achieving targeted renewal rate
Leverage knowledge of the Sprinklr platform and industry best practices to craft and present strategic solutions that ensure clients achieve their goals through product utilization and provide excellent consultative support
Identify opportunities for customer references and case studies
Deliver a significant individual contribution while collaborating with and strengthening teammates
What We Are Looking for:
3-10 years of relevant work experience in B2B SaaS customer success, account management, or a strategic consulting organization
Prior knowledge of (or willingness to learn) marketing and advertising technology
Comfort with preparing and delivering formal executive business reviews (EBR) to senior-level executives, with a focus on project-specific milestones and customer health
Experience using customer success software (ideally Gainsight), CRM software (ideally Salesforce), and Google Applications (Docs, Sheets, Slides)
Clear verbal and written communication skills
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), Portuguese/Spanish (S o Paulo), Spanish (Madrid)
Expected to travel up to 25-30% of the time on average (can vary by region)
Drive to continuously improve Client Services across the company by helping to create a company-wide culture focused on customer success and client delight across the organization (Marketing, Product, Sales, Finance, Executive)
Why You'll Love Sprinklr: We offer a flexible work environment, unlimited vacation, and generous pay and benefits packages. While we have some amazing perks, at the end of the day, Sprinklrites are here for the opportunity to grow, learn, and affect the industry with incredible ingenuity. #Sprinklrlife
• We focus on our mission: We believe social technology is the future of customer-brand relations across all departments, and we seek to make each of those experiences excellent at every touchpoint. This is how we all make the world more social together.
• We invest in our people - Sprinklrites passionately, genuinely care about seeing one another succeed in making an impact on the industry. We pride ourselves on having an honest, open environment and a supportive culture where we can take risks together.
• We believe in our product - Sprinklr is the most complete enterprise social technology in the world, and we're not just saying that Forrester Wave said it for us! As such, we have many of the world's largest brands as our clients, and our employees have the opportunity to work closely alongside them.
Sprinklr s mission is to help the world s most valuable brands create happy customers. We do this with the world s #1 social suite, which helps enterprises deliver memorable customer experiences with an integrated suite of Market Research, Customer Care, Social Media Management, and Social Advertising.