Senior Managed Services Consultant – AMER Shift

Role Overview

• 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
• Analyze and elevate customer’s consumption of contract, adoption of the product and generation of upsell or cross-sell
• Act as day-to-day contact for stakeholders in brand, agencies and for System Administrators
• Assist world’s leading brands and their agencies in seamlessly building social media campaigns & process-flows mapped to their business needs, through Sprinklr
• Identify platform gaps, and optimization opportunities; designing and configuring the appropriate solutions so client expectations regarding platform use-cases and functionalities are fulfilled
• 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
• Actively make sure that you are knowledgeable on all Sprinklr software products

Requirements

• 4+ years of experience in account management at a brand, agency or tech company
• Experience in web technologies, CRM or SaaS platforms and digital marketing experience across social platforms
• Strong product acumen & evangelization experience with the aptitude to learn new products
• Analytical mind-set with attention to detail along with excellent problem-solving and critical-thinking skills
• 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
• Advanced analytical skills with proven competency in data tools & methodologies
• Ability to collate, harmonise and visualise data and present the statistical merit in a business case
• Industry specific knowledge across different verticals or lines of business preferred
• Demonstrated experience with, 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 time management skills including the ability to prioritize tasks and maintain accurate time tracking for billing purposes

Benefits

• Voluntary healthcare coverage in countries where applicable
• Paid time off to recharge and spend time with loved ones
• Open Mentoring Program designed to create meaningful connections that support growth