Senior Success Manager
Job Summary
Job Description
- 6+ years in enterprise service operations or CX tech consulting.
- Deep understanding of contact center operations and metrics.
- Experience with major service platforms (Salesforce, Genesys, etc.).
- Strong project/program management and stakeholder engagement skills.
- Familiarity with AI platforms, IVR, and ML in service contexts.
- Experience in highly regulated or mission-critical environments.
- Prior hands-on implementation of Sprinklr Service modules.
- Strong understanding of integration architectures.
- Ability to distill service transformation strategy into plans.
- PMP or Lean Six Sigma certification.
- Comprehensive health plans and well-being programs.
- Financial protection plans.
- Daily meditation breaks, virtual fitness, and access to Headspace.
- Continuous learning opportunities with LinkedIn Learning.
3 skills required
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 and how we make our employees happier through The Sprinklr Way.
Job Description
Overview
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.
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