Gerente Líder de Éxito del Cliente

Sprinklr is the definitive, AI-native platform for Unified Customer Experience Management (Unified-CXM), empowering brands to deliver extraordinary experiences at scale — across every customer touchpoint.  By combining human instinct with the speed and efficiency of AI, Sprinklr helps brands earn trust and loyalty through personalized, seamless, and efficient customer interactions. Sprinklr’s unified platform provides powerful solutions for every customer-facing team — spanning social media management, marketing, advertising, customer feedback, and omnichannel contact center management — enabling enterprises to unify data, break down silos, and act on real-time insights.  Today, 1,900+ enterprises and 60% of the Fortune 100 rely on Sprinklr to help them deliver consistent, trusted customer experiences worldwide.  Job Description Sprinklr’s Customer Organization focuses on four strong pillars of Client Experience, Operational Excellence, Profitable Growth and Team & Culture.     Sprinklr ’s   Customer   Success Managers   ( CSM s)   align highly skilled   expertise ,   thought leadership and   program management   to align Sprinklr solutions to   customers   biggest challenges.   With a bias towards action and   ability to   deliver   organizational-wide impact, the   CSM   develop s   and   program manages a   plan   to empower the   customer   to   do things differently and better using Sprinklr.     The CSM is able expertly program manage   and prioritize initiatives   across a portfolio of customers by   develop ing   a   deep   understanding of the ir   customer s   business,   processes,   teams   and   technical architectures   (tech stacks) ; this enables the CSM   to   prescribe use of Sprinklr product s   and features to solve   high level business challenges and   resolve   organizational inefficiencies. The   CSM ’s   deep knowledge of   Sprinklr ’s product and solutions   is paired with   domain and   industry   expertise ,   business acumen,   e xce ptional   communication   and program management   skills ,   positioning the   CSM   to take a consultative approach in informing   and actioning on   partnership   strategy   plans .       D irectly   r esponsible for:   • Customer relationship accountability ,   to which   proactive   communication , program management,   representation   and expectation management   is foundational.   • Cultivat e   relationships with key stakeholders across customer organizations and   establish   new relationships, directly or by introducing Sprinklr executives and product leadership.   • Build customer champions and advocates   to ensure clients can articulate and understand the value Sprinklr is driving to their business .   • Oversee customer adoption journey, ensuring   appropriate resources   are engaged ,   and effective solutions are   implemented ,   at each stage of the lifecycle to achieve successful outcomes.   • Ensure awareness of Sprinklr’s product, product   roadmap   and new releases to all relevant customer stakeholders, in the context of the customer stakeholder’s role, current and prescribed future use cases of Sprinklr.   • Customer’s   product adoption,   realized value ,   and ROI from   Sprinklr:   Ensuring   customer’s   achievement of   Sprinklr   u se cases ,   validated   with business metrics and data - driven   insights .   • Co-develop   customer outcomes   plan to deliver on agreed KPI’s and success metrics. Conduct regular customer cadences to   align on   value realization, agreed business priorities, and provide thought leadership specific to client’s evolving business needs.   • Meticulously track customer health data using CSP tools,   including;   product and feature adoption, and consumption against Sprinklr contract commitments. Accountable in using customer health data to drive customer management activities, inform   recommendations   and manage risk.   • Customer Empowerment and   Enablement :   Implementing   repeatable playbooks to create a strong and functional operating state.    • Drive customer self-service capabilities to reduce costs, drive   scale   and ensure increased usage,   stickiness   and   customer   retention .   • Proactively   identify   adoption blockers   and   prescribe   training   curriculum   and/ or   more optimized   workflows or feature   use   to   eliminate   consumption risk. Empower customer in using Sprinklr to minimize redundant workflows,   processes   and resources.    • Advocate for the customer with Sprinklr’s Product Team and Partnerships Team which entails   identifying   product enhancements, opportunities and paths to solutions that require development and sometimes third-party partners.   • Incre asing revenue from customers .   Collaborat e   with the   Sales, Solutions   Consultant, &   other cross-functional teams   to   identify   upsell and cross-sell opportunities .   • D evelop a deep understanding of the customer’s organization, corporate objectives,   financial   earnings reports and insights,   news,   market conditions, industry,   use of technologies, vendors and solutions,   and partners   to ;   identify opportunities to expand their   use of   Sprinklr product s   and   to consolidate   their   tech stack using Sprinklr.   Stay apprised as things change.   • Awareness of   competitive landscape, competitive   solutions,   market   and tech industry trends   to   identify   risk and threats .   • Advocate for customer during Implementation of new features,   products   or integrations to ensure use case, scope and timelines are achieved.     Preferred   qualifications   & skills :   • Minimum of 8-10 years' experience in Customer Success,   Technical Account management, T echnology   Consulting   or   Technology Solutions Development.   • Experience   delivering large-scale transformational programs across Fortune 100 enterprise clients ’ customer experience functions , working across multiple lines of business to deliver organization-wide impact , often breaking through legacy silos.    • Ability to analyze   customer’s   usage data, KPIs and health indicators to   identify   opportunities for improvement and translate into actionable recommendations,   plan   and path to solutions.   • Demonstrated experience and/or knowledge of marketing automation technologies , or   contact center technologies   digital transformation,   AI solutions, market research and insights, business analytics,   emerging technologies,   and   data management platforms and technology.   Strong program management experience overseeing large, cross-functional teams to ensure   timely   execution of deliverables.    • Proven ability to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners, as well as mapping business requirements into technical features.   • Interest in continuously learning and advancing understanding of   tech industry,   customer experience technologies ,   technology platforms and solutions, AI advancement,   and   trends with   top global brands   • Exceptional communication and presentation skills with   demonstrated   ability to communicate and influence effectively at all levels of the organization, including executive and C-level.   • Ability to travel between 25-50% of the time. Candidates local to clients strongly preferred.   • Project Management Professional certification (PM P, PMI-PMP, LSS)   a plus .   • Bachelor’s degree from an accredited college or university, or relevant experience.       We focus on our mission : Sprinklr was founded in 2009 to solve a big problem: growing enterprise complexity that separated brands from their customers. Our vision was clear: to unify fragmented teams, tools and data — helping large organizations build deeper, more meaningful connections with the people they serve. Today, Sprinklr has a unified, AI-native platform for four product suites: Sprinklr Service, Sprinklr Social, Sprinklr Marketing, and Sprinklr Insights. Sprinklr is here to do three things:  • Lead a new category of enterprise software that we call Unified-CXM.  • Empower companies to deliver next generation, unified engagement journeys that reimagine the customer experience.  • Create a culture of customer obsession, with trust, teamwork, and accountability. We believe in our product : Customers who value exceptional customer experiences have what they need on our single unified platform, built with an operating system approach on a single codebase. That means that everything — and everyone — can work together to service, respond, sell, and market to customers on the channels they prefer. While Unified Customer Experience Management (Unified-CXM) as a category is just getting started, we are well on our way to creating a no-compromise, unified approach to better customer experiences for the world’s leading enterprise brands.    We invest in our people : We offer a comprehensive suite of benefits designed to help each member of our team thrive. Sprinklr believes that you should be able to get the type of care you need for your personal well-being when you need it. We offer you and your family voluntary healthcare coverage in countries where applicable. We believe it is important to take time off – it is essential for your mental and physical wellbeing. We provide Sprinklrites with paid time off to recharge and spend time with loved ones. We want to grow our talent with purpose. Our open Mentoring Program is designed to create meaningful connections that support growth and amplify our focus.  To learn more about employee benefits by region, click here .  To learn more about all-things-Sprinklr, visit our candidate resource hub here .  EEO - Our philosophy : Our goal is to ensure every employee feels like they belong and are operating in a collaborative environment. We 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 complies with all applicable federal, state, and local fair employment practices laws. We are committed to equal employment opportunity regardless of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable law.    Reasonable accommodations are available upon request during the interview process. To request an accommodation, please work directly with your recruitment coordinator or recruiter.  JOB REQ COMPENSATION RANGE $121,000 - $201,000 The base salary range for this role is shown above. At Sprinklr, base pay depends on multiple individualized factors, including experience, qualifications, job-related knowledge and skills, and geographic location. 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 Sprinklr 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 pa