Senior Success Manager
Sprinklr
Tokyo
6 日前

As the world moves even more online due to the coronavirus pandemic, customers are connected and empowered like never before.

Customers want an immediate, personalized and consistent experience, no matter which channel they choose to engage with a brand.

Sprinklr helps brands meet the demands of today’s customers by providing them with the insights they need to make every interaction matter.

Sprinklr is a Customer Experience Management (CXM) platform for modern enterprises with 1,900 employees helping the world’s most valuable enterprises make their customers happier.

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.
  • Employment Policy

    Sprinklr’s policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law.

    Sprinklr, Inc. participates in the E-Verify Program. As a participating employer, Sprinklr, Inc. will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization.

    Sprinklr, Inc. follows all federal regulations including those set forth by The Office of Special Counsel for Immigration-Related Unfair Employment Practices (OSC).

    The OSC enforces the anti-discrimination provision ( 274B) of the Immigration and Nationality Act (INA), 8 U.S.C. 1324b.

    Disclaimer

    Our careers site is only for individuals seeking a position with Sprinklr and its holdings companies. Staffing and recruiting agencies and individuals being represented by an agency are not authorized to use this site or to submit profiles, applications, or resumes, and any such submissions will be considered unsolicited.

    Sprinklr does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to our job alias, Sprinklr employees, or any other company location.

    Sprinklr is not responsible for any fees related to unsolicited resumes / applications.

    Any offer (s) of employment are contingent upon a satisfactory background and criminal records check, which will be conducted in accordance with local legal regulations.

    Why you'll love Sprinklr : We’re committed to creating the kind of culture where you feel like you belong, are happier today than yesterday, and your contributions matter.

    At Sprinklr, our goal is to treat everyone like family and passionately, genuinely care. We offer flexible paid time off and paid parental leave, medical plans, dental and vision plans, life insurance, 401(k) savings plans, employee stock options, gym and wellness discounts, Plum benefits, Lifemart discounts, and paid time off to invest in learning and career development.

    We focus on our mission : We founded Sprinklr with one mission : to enable every organization on the planet to make their customers happier.

    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.

    For the fifth consecutive year, Sprinklr has been named to the Forbes Cloud 100, the definitive ranking of the top 100 private cloud companies in the world.

    We were also named a 2020 Gartner Peer Insights Customers’ Choice for Social Marketing Management. And in 2019, Sprinklr was the only leader in the Forrester Research, Inc.

    report, The Forrester Wave™ : Social Suites.

    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 Audible for Business, Linkedin Learning, and more.

    The Sprinklr Way

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