Sr. Technical Success Manager – Service

2 Months ago • 6 Years + • $100,000 PA - $166,000 PA

Job Summary

Job Description

The Technical Success Manager (TSM) – Service manages the technical relationship with Sprinklr's enterprise customers in customer service, CX, and contact center operations. They drive adoption and expansion of Sprinklr’s Care, Case Management, AI Automation, and Contact Center solutions. The TSM leads transformation by aligning Sprinklr’s technology to the customer’s support operating model, cost structure, and digital roadmap. The role includes overseeing empowerment and training programs to ensure comprehensive onboarding and delivering a consistent engagement cadence. The TSM serves as a trusted advisor, maps legacy operations into modern workflows, owns product adoption, leads workspace audits, develops enablement plans, and manages risk and growth. They also act as the escalation point for product issues and influence the product roadmap.
Must have:
  • 6+ years in service operations or CX tech consulting
  • Understanding of contact center metrics and change management.
  • Experience with major service platforms.
Good to have:
  • Experience in highly regulated environments.
  • Prior hands-on implementation of Sprinklr Service modules.
  • Understanding of integration architectures.

Job Details

Sprinklr is a leading enterprise software company for all customer-facing functions. With advanced AI, Sprinklr's unified customer experience management (Unified-CXM) platform helps companies deliver human experiences to every customer, every time, across any modern channel. Headquartered in New York City with employees around the world, Sprinklr works with more than 1,000 of the world’s most valuable enterprises — global brands like Microsoft, P&G, Samsung and more than 50% of the Fortune 100.

Learn more about our culture here: The Sprinklr Way.

Job Description
 

The Technical Success Manager (TSM) – Service owns the strategic technical relationship with Sprinklr's enterprise customers in customer service, CX, and contact center operations. You will drive the successful adoption and expansion of Sprinklr’s Care, Case Management, AI Automation, and Contact Center solutions by acting as the technical face of the partnership. You would lead transformation—not just platform rollout—by aligning Sprinklr’s technology to the customer’s support operating model, cost structure, and digital roadmap. The TSM is also responsible for overseeing empowerment and training programs to ensure comprehensive onboarding and delivering a consistent cadence of engagement with customers through operational cadences. 

 

What You'll Do 

Transformation Advisory 

  • Serve as a trusted advisor to Heads of Service, Contact Center Directors, and Support Transformation leads. 

  • Map legacy operations (telephony, IVR, ticketing, WFM) into modern Sprinklr-enabled workflows using AI routing, unified agent desktop, knowledge bases, and self-service portals. 

 

Platform Leadership 

  • Own product adoption and provide technical consultancy across Care modules: Case Management, Smart Responses, Bot Framework, Agent Assist, Knowledge Base, Routing Logic. 

  • Lead workspace audits and change plans; ensure platform architecture reflects customer priorities (AHT, CSAT, first contact resolution, deflection rate, etc.). 

 

Customer Enablement 

  • Develop and deliver scalable enablement plans for service ops, quality, and agent teams—ensuring alignment with process maps and internal KPIs. 

  • Promote feature adoption via playbooks, pilot programs, performance dashboards, and monthly ROI tracking. 

 

Risk & Growth Management 

  • Identify early signs of stagnation, low adoption, or implementation gaps—build risk plans and mitigation steps based on CSP telemetry. 

  • Partner with Sales and Solutions Consultants to surface new use cases (e.g., adding messaging, voice, co-browse, or WFM integrations). 

 

Technical Escalations & Roadmap Influence 

  • Serve as the escalation point for advanced Care/CCaaS product issues; coordinate with Support, Product, and Engineering teams on behalf of the customer. 

  • Feed field-level insights back into Sprinklr’s product development lifecycle—ensuring platform evolution matches client priorities. 

 

Cross-Org Program Management 

  • Lead cross-functional coordination across IT, business, and third-party vendors to drive complex programs (e.g., voice rollout, CRM integrations, compliance configurations). 

  • Ensure successful post-launch optimization and iterative value unlock through structured success plans and roadmap alignment. 

 

Required Qualifications  

  • Bachelor’s degree in Business, IT, or related field; or equivalent work experience. 

  • 6+ years in enterprise service operations, CCaaS, or CX tech consulting. 

  • Deep understanding of contact center operations, metrics (AHT, SLA, occupancy, NPS), and change management practices. 

  • Experience with at least one major service platform (e.g., Salesforce Service Cloud, NICE, Genesys, Zendesk). 

  • Proven experience leading multi-year service transformation programs involving multiple business units and systems. 

  • Strong capability in project/program management, stakeholder engagement, and technical solutioning. 

  • Familiarity with conversational AI platforms, IVR, NLP, and ML models in service automation contexts. 

 

What Sets You Apart 

  • Experience in highly regulated or mission-critical environments (e.g., financial services, telecom, healthcare). 

  • Prior hands-on implementation or optimization of Sprinklr Service modules. 

  • Strong understanding of integration architectures—connecting CRMs, telephony, bot platforms, and analytics stacks. 

  • Ability to distill service transformation strategy into phased plans with measurable milestones and impact metrics. 

  • PMP or Lean Six Sigma certification; ability to manage transformation programs end-to-end. 

 

 

 


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, virtual fitness, and access to Headspace. 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.

Similar Jobs

Apple - Strategic EPM

Apple

Cupertino, California, United States (On-Site)
1 Week ago
Egnyte - Senior Manager, Revenue Accounting

Egnyte

Mountain View, California, United States (On-Site)
3 Months ago
Minecast - Associate Threat Response Analyst

Minecast

Lexington, Massachusetts, United States (Hybrid)
12 Months ago
sound cloud - Machine Learning Engineer, Recommendations

sound cloud

Berlin, Berlin, Germany (Hybrid)
1 Week ago
WebMD - Implementation Manager

WebMD

Newark, New Jersey, United States (On-Site)
2 Months ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Google - Senior Staff Software Engineer, AI/ML GenAI, Google Ads

Google

New York, New York, United States (On-Site)
2 Months ago
kaizen gaming  - Principal Data Scientist

kaizen gaming

Athens, Greece (Hybrid)
4 Weeks ago
Epic Games - Principal Data Analyst, Ecosystem Economy & UGC

Epic Games

Cary, North Carolina, United States (On-Site)
6 Months ago
Zones - Management Accountant

Zones

Islamabad, Islamabad Capital Territory, Pakistan (On-Site)
2 Weeks ago
Meesho - Product Manager II .

Meesho

Bengaluru, Karnataka, India (On-Site)
8 Months ago
Mindtickle - Senior Associate/Lead, Revenue Enablement

Mindtickle

Pune, Maharashtra, India (Hybrid)
3 Weeks ago
Scopely - Senior Client Engineer - Star Trek Fleet Command

Scopely

Dublin, County Dublin, Ireland (Hybrid)
3 Months ago
Lightcast - Director - Finance

Lightcast

Chennai, Tamil Nadu, India (Hybrid)
3 Weeks ago
Blind Squirrel Games - Senior Level Designer

Blind Squirrel Games

Irvine, California, United States (Hybrid)
6 Months ago
bytedance - Product Manager - Infrastructure Platform

bytedance

Singapore (On-Site)
2 Months ago

Get notifed when new similar jobs are uploaded

Jobs in Massachusetts, United States

Toast - Territory Account Executive

Toast

Honolulu, Hawaii, United States (On-Site)
4 Weeks ago
Enphase Energy - Field Service Technician

Enphase Energy

South Carolina, United States (On-Site)
5 Days ago
HCL Tech - Senior Program Director

HCL Tech

Texas, United States (On-Site)
1 Month ago
WebMD - Senior Manager, Strategic Accounts

WebMD

Newark, New Jersey, United States (On-Site)
3 Months ago
FICO - Director, Solution Architecture Practice (Sales)

FICO

United States (Remote)
1 Month ago
UPF Industries  - Multifamily Designer

UPF Industries

United States (Remote)
1 Year ago
Google - Software Engineer III, Engineering Productivity, Google Cloud Platforms

Google

Sunnyvale, California, United States (On-Site)
2 Months ago
Apple - New Product Operations Program Manager - Modules

Apple

Sunnyvale, California, United States (On-Site)
1 Month ago
Imanage - Marketing Project Manager

Imanage

Chicago, Illinois, United States (Hybrid)
1 Month ago
Wildlight - Hard Surface Outsource Manager

Wildlight

Los Angeles, California, United States (Remote)
6 Months ago

Get notifed when new similar jobs are uploaded

Similar Category Jobs

Looks like we're out of matches

Set up an alert and we'll send you similar jobs the moment they appear!

About The Company

Here at Sprinklr, we’re on a mission to help every organization on the planet create unified experiences that make customers happier. That customer obsession mirrors our commitment to our own people — to treating them like family, and to sharing a culture that reflects our values. 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.

New York, United States (Remote)

United Kingdom (Remote)

Gurugram, Haryana, India (On-Site)

Bengaluru, Karnataka, India (On-Site)

Michigan, United States (Remote)

Gurugram, Haryana, India (On-Site)

New York, United States (On-Site)

Bengaluru, Karnataka, India (On-Site)

View All Jobs

Get notified when new jobs are added by Sprinkler

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug