Senior Success Manager

Sprinklr

Tokyo, JP
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 01/11/2021
  • Website: sprinklr.com
  • Company Address: 29 W. 35th St. Floor 7, New York, NY 10001, US

About Sprinklr

Sprinklr is a provider of enterprise software for customer experience management. We help brands turn public conversations on modern channels into valuable insights to improve marketing, advertising, customer service, product development and more.

Job Description

Description

 At a time when consumers are connected and empowered like never before, Sprinklr is helping the world's largest brands provide amazing experiences at every turn. Sprinklr offers a set of powerful social capabilities that allow our clients to reach, engage, and listen to customers across 24 social channels. We empower entire organizations to work together across social, marketing, advertising, research, and customer care to manage customer experience at scale. Most exciting, Sprinklr works with 50% of the Fortune 500 and nine of the world's 10 most valued brands, including McDonald's, Nestle, Nike, P&G, Shell, Samsung, and Visa. At Sprinklr, we're customer obsessed, treat one another like family, and take extreme pride in who we are and what we're building; it is core to who we are as a company.

The Success Manager is the primary link between Sprinklr and our customers. In this position, you will ensure that Sprinklr customers make the best possible use of the Sprinklr platform, equip them to pursue their strategic objectives, and help them achieve their desired business goals.


What You Will Do:

    Empower Sprinklr enterprise customers to improve their customers’ digital experiences and achieve business objectives through the adoption of Sprinklr.
    Increase renewal rates, drive adoption, improve customer satisfaction, and cultivate Sprinklr advocates to generate new business.
    Serve as the internal voice of the customer and advocate for your clients’ needs (services, support, product management, executive alignment)
    Execute Customer Success Operating Rhythm (Executive Business Review, Value oriented meeting, executive alignment meeting) to make sure customers can get the most of Sprinklr platform
    Manage and track key performance indicators (KPIs) in Gainsight – including renewal 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.
    Leverage knowledge of the Sprinklr platform and industry best practices to craft and present strategic solutions that ensure clients achieve their goals through product utilization and provide excellent consultative support.
    Identify opportunities for customer references and case studies.
    Deliver a significant individual contribution while collaborating with and strengthening teammates


What We Are Looking for:

    3-10 years of relevant work experience in B2B SaaS customer success, account management, or a strategic consulting organization
    Prior knowledge of (or willingness to learn) marketing and advertising technology
    Comfort with preparing and delivering formal executive business reviews (EBR) to senior-level executives, with a focus on project-specific milestones and customer health
    Experience using customer success software (ideally Gainsight), CRM software (ideally Salesforce), and Google Applications (Docs, Sheets, Slides)
    Clear verbal and written communication skills

What Makes You Qualified:

    Bachelor’s degree from an accredited college or university, or relevant experience
    English language proficiency for all locations and specifically for non-US offices, business-level fluency in Arabic (Dubai), Chinese (Shanghai), Dutch (Amsterdam), French (Paris/Lausanne), German (Hamburg/Zurich), Japanese (Tokyo), Portuguese/Spanish (São Paulo), Spanish (Madrid)
    Expected to travel up to 25-30% of the time on average (can vary by region)
    Drive to continuously improve Client Services across the company by helping to create a company-wide culture focused on customer success and client delight across the organization (Marketing, Product, Sales, Finance, Executive)


Why You'll Love Sprinklr: We offer a flexible work environment, unlimited vacation, and generous pay and benefits packages. While we have some amazing perks, at the end of the day, Sprinklrites are here for the opportunity to grow, learn, and affect the industry with incredible ingenuity. #Sprinklrlife

        We focus on our mission: We believe social technology is the future of customer-brand relations across all departments, and we seek to make each of those experiences excellent at every touchpoint. This is how we all make the world more social together.

        We invest in our people - Sprinklrites passionately, genuinely care about seeing one another succeed in making an impact on the industry. We pride ourselves on having an honest, open environment and a supportive culture where we can take risks together.
        We believe in our product - Sprinklr is the most complete enterprise social technology in the world, and we're not just saying that Forrester Wave said it for us! As such, we have many of the world's largest brands as our clients, and our employees have the opportunity to work closely alongside them.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.