Success Manager

**Sprinklr is a unified customer experience management (Unified-CXM) platform for modern enterprises with employees around the world helping valuable brands make their customers happier.** Learn more about our culture and how we make our employees happier through The Sprinklr Way. **Who are we** Sprinklr is 2500+ employees strong, valued at ~$4 billion, and one of the fastest growing companies in the history of enterprise software. In the age of the empowered and connected customer, we know that every experience a customer has with a brand, matters. A lot. That's why - from the very beginning - Sprinklr set out to build a powerful, agnostic, and first-of-its kind "social operating system" that integrates with an organization's existing infrastructure and allows employees across the front office to collaborate more effectively. This helps them deliver superior customer experiences across every social channel. Today, we're revolutionizing customer engagement in 75+ countries for more than 1000 of the most recognized brands, including Nike, JPMorgan Chase, Verizon, McDonald's, Microsoft, P&G, Uber, and more than 50% of the Fortune 50. We've spent the last eight years building the world's most complete enterprise social technology. Now we're leveraging that market-leader position to help the biggest brands on the planet take on one of the largest opportunities ever in enterprise software: unifying the front office and providing a complete customer experience platform. To achieve this, we're bringing the very best talent in the world together. **What You'll Do - Platform Success Manager** You will be the owner for the set of accounts and drive product retention, consumption, adoption and engagement for a set of customer accounts. - Deliver Value - Be able to deliver on, and communicate the value associated with their investment in the Sprinklr platform. - Understand Customer's current Sprinklr implementation and ensure maximization of business value realized by the customer through consultative support, training, business reviews and configuration optimization. - Establish and Build Customer Relationships - Establish and nurture senior level relationships built on trust, develop client champions, and identify key stakeholders. - Drive Adoption - Empower Sprinklr customers to improve their end-customers' digital experiences and achieve business objectives through the adoption of Sprinklr product. - Develop a deep understanding of customer needs and be able to tie them to specific Sprinklr use cases, product features, benefits, and value propositions - and ensure your team knows how to communicate them effectively. - Guarantee Retention and Grow the business - Increase renewal rates, drive adoption and consumption, improve customer satisfaction, and cultivate Sprinklr advocates to generate new business (upsell and cross-sell). - Identify opportunities for customer references and case studies. - Account Governance - Manage and track key performance indicators (KPIs) - including renewal, consumption, adoption, and expansion commitments - to ensure exceptional, predictable results. - Calculate risk forecasts based on product adoption; close renewal, upsell, and cross-sell opportunities within assigned client accounts in partnership with relevant Sales Account Executives - while achieving targeted renewal rate. - Manage Internal Stakeholders - Be a customer advocate within Sprinklr providing feedback to engineering teams to develop / identify new features & products. - Serve as the internal voice of the customer and advocate for your clients' needs (services, support, product management, executive alignment). - Work closely with multiple teams (sales. support, product specialists, services etc.) within Sprinklr. **Who You Are & What Makes You Qualified**: - 4+ years of experience in customer success, account management, product management or a strategic consulting organization. - Deep product management or product evangelization experience with the aptitude to learn new products. - Experience in Web technologies, CRM or SaaS platforms and/or digital marketing experience in social platforms will be a PLUS. - Advanced analytical skills with proven competency in Data tools and methodologies, ability to collate, harmonise and visualise data and present the statistical merit in a business case. - Ability to interpret Industry specific trends across different verticals or lines of business. - Ability to operate in an autonomous way, dive deep, engage stakeholders across regions and lead change management. - Intrinsically motivated to tackle unique client use cases, passion to solve business challenges and commitment to client delight. - Demonstrated passion for the social technology universe. - Direct experience in working with or for social media management software is preferred. - Social media ads certifications or Digital Marketing Certifications is preferred. - University Degree preferably in STEM. - Passion fo