Job description 

Job Description

What will you do : 

Ensure that every client derives the most value possible from the Sprinklr platform 

Manage and optimize configuration of on-boarded Sprinklr clients, to ensure their continued success with the Sprinklr platform . 

Work directly with customers around the full functionality of the Sprinklr CCaaS Omnichannel  and Contact Center Intelligence & Automation platform. 

Understand client’s business, identify platform gaps and optimization opportunities, design and configure the appropriate solution, so that client’s use cases and functionality are fulfilled 

Maintain platform relevancy according to changing business needs  

Provide oversight on any additional enablement of the software deployment to be in line with current architecture and future client needs or business requirements  

Ensure that all client users are trained, educated, and up to date on platform use, best practices, and functionality  

Take complete ownership of tasks from start to finish, while project managing multiple requests across assigned accounts 

Collaborate on multiple medium to high complexity projects simultaneously and complete to a high standards of delivery  

Maintain comprehensive and up-to-date documentation of tasks and customer interactions in project tracker 

Provide regular /weekly reports to the customer on project status and progress 

Assist the Sales and Success Teams in providing insight to client health, and work to win new business and/or grow existing accounts  

Support Services Directors to ensure optimal client service as it relates to platform performance, functionality, enhancements, and configuration 

Maintain awareness of the CCaaS industry to provide subject matter expertise and guidance internally and for Sprinklr customers.  

What makes you qualified?  

4+ years of experience in CCaaS delivery/deployment, Contact Centers or similar industry. 

Cloud Contact Center experience with platforms such as Mitel, Avaya, Cisco, Amazon Connect, Genesys, Ameyo, Talkdesk, Ring Central etc.   

In depth hands on experience in any of the contact center channels, Inbound, outbound, workforce management, Digital Channels/Omni Channels and contact center automation. 

Extremely strong communication and presentation skills 

Ability to work independently and as a member of a team  

Demonstrate experience and a passion for the social media or digital technology universe  

Experience managing projects in IT, SaaS, Social, Analytics or Software environment  

Experience working with multi-geo, multicultural delivery teams 

Ability to work effectively under tight deadlines and juggle several assignments simultaneously  

Experience working on social media management software, customer engagement SAAS, CCAAS platforms are preferred 

Passion for solving client challenges and commitment to client delight 

Use of social or digital analysis/engagement tools a plus (e.g. native social platform insights, Google Analytics, social listening platforms, social publishing) 

Technical(B.Tech/B.E) degree (minimum), MBA is a Plus 

Nice to have: 

Experience implementing or system administrating Care, Research, Sales, Marketing and/or Advertising related SaaS and/or CCaaS platforms 

Experience using the Sprinklr platform (or one of our CXM competitors)