Managed Services Consultant - Lead

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.
• Analyze and elevate customer’s consumption of contract, adoption of the product and generation of upsell or cross-sell.
• 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.
• Identify opportunities for customer references and case studies.
• Maintain platform relevancy according to changes in business needs.

Who You Are & What Makes You Qualified

Must Have Qualifications:

• 8+ years of experience in managed services or technology consulting, specifically in the CCaaS or cloud contact center industry.
• Strong knowledge of CCaaS technologies, including IVR, call routing, AI integrations, and customer journey management.
• Experience with cloud communication platforms, AI-driven customer support solutions, Chatbots and integrating CCaaS with third-party applications.
• Familiarity with CCaaS platforms like Genesys, Cisco Webex Contact Center, Twilio Flex, or other related technologies.
• Understanding of cloud architecture, VoIP, SIP, and telephony.
• Hands-on experience with system configuration, troubleshooting, and performance optimization.
• Excellent communication and interpersonal skills with the ability to work closely with clients and internal teams.
• Proven ability to understand business challenges and provide actionable recommendations.
• Ability to manage multiple client engagements and deliver high-quality service.
• Ability to translate customer business problems & requirements into on platform solutions

Good to Have Skills:

• Demonstrated experience 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 product acumen & evangelization experience with the aptitude to learn new products.
• Excellent written and verbal communication skills. Multilingual skills (French, German, Spanish, Japanese or others) would be a plus.
• Analytical mind-set with attention to detail along with excellent problem-solving and critical-thinking skills.
• Leading CCaaS Certifications like Genesys Cloud CX Professional, Cisco Certified Professional, Avaya Certified IC are preferred (not mandatory)

Who you are

You are a technology consultant who has the:

• 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.
• Ability to operate in an autonomous way, engage with stakeholders across the globe and lead customers through change management.

You Know You're Successful If

• The depth, breadth and frequency of customer platform adoption starts strong and keeps climbing.
• Your customers acknowledge Sprinklr value, renew their product offerings & add new licences, modules and services to their package.
• You constantly come up with new strategies that are adopted by your clients and peers.
• Your stakeholders participate in Sprinklr events, references and case studies.
• Your platform and industry knowledge makes you a trusted advisor both internally and externally.

Why You'll Love Sprinklr:

We're committed to creating a culture where you feel like you belong, are happier today than you were yesterday, and your contributions matter. At Sprinklr, we passionately, genuinely care. For full-time employees, we provide a range of comprehensive health plans, leading well-being programs, and financial protection for you and your family through a range of global and localized plans throughout the world.

For more information on Sprinklr Benefits around the world, head to https://sprinklrbenefits.com/ to browse our country-specific benefits guides.

We focus on our mission: We founded Sprinklr with one mission: to enable every organization on the planet to make their customers happier. Our vision is to be the world’s most loved enterprise software company, ever.

We believe in our product: Sprinklr was built from the ground up to enable a brand’s digital transformation. Its platform provides every customer-facing team with the ability to reach, engage, and listen to customers around the world. At Sprinklr, we have many of the world's largest brands as our clients, and our employees have the opportunity to work closely alongside them.

We invest in our people: At Sprinklr, we believe every human has the potential to be amazing. We empower each Sprinklrite in the journey toward achieving their personal and professional best. For wellbeing, this includes daily meditation breaks and virtual fitness. We have continuous learning opportunities available with LinkedIn Learning and more.

EEO - Our philosophy: Our goal is to ensure every employee feels like they belong and are operating in a judgment-free zone regardless of gender, race, ethnicity, age, and lifestyle preference, among others. We value and celebrate diversity and fervently believe every employee matters and should be respected and heard. We believe we are stronger when we belong because collectively, we’re more innovative, creative, and successful.

Sprinklr is proud to be an equal-opportunity workplace and is an affirmative-action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. See also Sprinklr’s EEO Policy and EEO is the Law.