Managed Services Consultant

What will you do: 

• Manage and optimise the 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 Centre Intelligence & Automation platform.  

• Lead Managed Services engagements for priority accounts from a strategic, operational and delivery perspective.  

• Proactively identify, document and deliver in-platform solutions to new and existing client use cases, so customers can realise the value of Sprinklr's platform.  

• Seek optimisation opportunities; design and configure the appropriate solution so that client expectations regarding platform use cases and functionality are fulfilled.  

• Maintain platform relevance according to ongoing changes and business needs.  

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

• 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 every client derives the most value possible from the Sprinklr platform.  

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

• Support our 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? 

• Business-level fluency in English and German essential.  

• 2/4 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.  

• Experience in Enterprise Software deployment management and/or implementation.  

• Excellent written and verbal communication skills.  

• Strong technical background with advanced computer skills.  

• Ability to work independently and as a member of a team.  

• Demonstrate experience and a passion for the social media technology universe.  

• Extremely strong communication and presentation skills.  

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

• Fluency in social media platforms and direct experience in working with or for social media management software is preferred.  

• Passion for solving client challenges and commitment to client delight.   
   

Nice to have: 

• Experience implementing or system administrating Service, Insights, Social and/or Marketing related SaaS and/or CCaaS platforms  

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