Technical Account Manager - CCaaS

Job Description

Must live in or near NYC as you will be required to be onsite with the client a few times a week.

The Technical Account Manager is a designated client resource responsible for providing technical Account planning, program management and oversight for key client initiatives and projects requiring integration, product development, and/or customization to achieve Positive Business Outcomes (PBOs). The TAM first ensures that these initiatives and projects align closely with the client’s strategic priorities and Sprinklr’s product capabilities. Secondly, these initiatives and projects are completed on time and within specifications with extremely high-quality deliverables.

The TAM will ensure the optimum mix of schedule, performance, and product supportability throughout the life cycle (design, development, testing and evaluation, and production) of each program and will analyze problem solutions and present a case for the recommended solutions with a detailed analysis of risks and return on investment (ROI). The TAM acts as a technical lead and subject matter expert. It is responsible for working with our client’s business functional areas to deliver technical solutions in the form of new and enhanced products and integrations.

Responsibilities

• Technical advisor and represent the ‘voice of the customer' within Sprinklr to inform and influence engineering, build a bridge between client and product, and help accelerate customer deployment and ongoing business outcomes
• Delivers upon client-specialized key initiatives which require integration, product development, and/or customization to achieve Positive Business Outcomes (PBOs)
• Manages and appropriately escalates: delivery impediments, risks, issues, and changes associated with Sprinklr product development initiatives
• Ability to lead and motivate cross-functional teams and interact with all levels
• Analysis, planning, development of requirements documents, building functional models, procedures, functional architectures, and other related management and technical duties
• Assign and monitor the work of client-assigned technical personnel, ensuring that project steps are in alignment with business objectives
• Defines project scope, deliverables, roles and responsibilities in collaboration with client stakeholders and business partners
• Designs and implements processes to monitor and control resources, risks and value to Business Objectives
• Establishes, plans, and executes significant milestone reviews and decision gates with client stakeholders to complete the project life cycle
• Ensures all the required deliverables are produced and reviewed, including the technical leadership of requirements management, design, implementation, system integration, verification, test, quality assurance, delivery, operations, and sustainment of the technical solution
• Excellent verbal and written communication skills and the ability to interact professionally with a diverse group of product managers and subject matter experts
• Identifies, clarifies and communicates project vision, goals and objectives and how these support client strategic objectives
• Manage scope throughout the project duration. Maintains accurate program estimates, timelines, project plans, and status reports Manage and track team velocity, financials, and other KPIs with the plan and published progress reports
• Resolves conflicts by demonstrating leadership and appropriate decision-making competencies
• Responsible for complex program management tasks and developing standards and processes for scheduling, administration, and accounting
• Understands, tracks and articulates issues/risks/action items; works with responsible product managers to address the items promptly; updates the appropriate client stakeholders as needed

Qualifications

• 5-7+ years of Technical Account Manager experience with gradually increasing responsibilities and a demonstrated understanding of Project Management processes, artifacts and tools
• Knowledge of REST/JSON API to facilitate System Integrations
• Knowledge of the following software languages: JavaScript, Java, Ruby, Python
• Knowledge of Common Enterprise Software Platforms: SFDC, Dynamics, Adobe, Oracle, SAP, ServiceNow, etc.
• High-level knowledge of relational databases and NoSQL
• Complete understanding of software development lifecycle best practices
• Ability to independently manage the operational aspects of ongoing projects and serves as a liaison between client stakeholders and product managers
• An ability to drive to big-picture goals and milestones while valuing and maintaining strong attention to detail
• An ability to quickly identify and drive to the optimal solution when presented with a series of constraints
• Excellent judgment, analytical thinking, and problem-solving skills
• Experience in business process mapping or operational redesign/improvement
• Knowledge of both theoretical and practical aspects of project management
• Self-motivated individual that possesses excellent time management and organizational skills
• Strong cross-functional collaboration skills, relationship-building skills and ability to achieve results without direct reporting relationships
• Strong oral and written communication skills
• Strong sense of personal responsibility and accountability for delivering high-quality work

Please note: We are unable to consider applicants who require visa sponsorship or work authorization support for this role. Candidates must have current and unrestricted work authorization in the country where the role is based.

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.

Warning about Recruiting Scams:

Please be vigilant for recruiting scams impersonating Sprinklr. Sprinklr will never ask you for money, to pay for equipment, or for unnecessary personal information during the interview process. Sprinklr will also never pay in Bitcoin or send email communications from our executives. Please review the Federal Trade Commission's advice to avoid these types of scams.

If you are contacted by someone whom you suspect may not be appropriately representing Sprinklr, please do not engage and block their email or phone number immediately.

Compensation Range

$147,000 - $196,000 - $245,000

The base salary range for this role at minimum, midpoint and maximum is shown above. It is not typical for a candidate to be hired close to or at the maximum of the salary range. At Sprinklr, base pay depends on multiple individualized factors, including experience, qualifications, job-related knowledge and skills, and geographic location. Base pay also depends on the relative experience, knowledge, skills to our internal peers in the role. Base pay is only one part of our competitive Total Rewards package: the successful candidate may also be eligible to participate in Sprinklr’s discretionary bonus plan, commission plan and/or equity plan, depending on role.

US-based employees are eligible for a highly competitive benefits package as well, which demonstrates our commitment to our employees’ health, well-being, and financial protection. The US-based benefits include a 401k plan with 100% vested company contributions, flexible paid time off, holidays, generous caregiver and parental leaves, life and disability insurance, and health benefits including medical, dental, vision, and prescription drug coverage.

Welcome

We’re excited that you’re interested in joining Sprinklr!

Please check back frequently to follow up on the progress of your application and continue to update your contact information as appropriate.

About Us

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. 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 employment 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 Sprinklr's EEO Policy and Equal Employment Opportunity is the Law notice.

Sprinklr is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans during our application process. If you have a disability or special need that requires accommodations, please let us know by filling out this form.