GN - SONG - MT - MarTech - Manager

Job Title: Sprinklr Senior Manager - Strategy & Consulting Global Network

Management Level: 06 – Senior Manager

Location: Bangalore/Gurgaon

Must have skills: Sprinklr Unified CXM, Customer Service Operations

Good to have skills: Omnichannel self-service/IVR, Omni-Channel Orchestration Routing, Cloud contact center technologies

Job Summary: As a Manager in the Strategy & Consulting Global Network SONG Practice, you will be responsible for designing, building, and implementing strategies to enhance business performance using Sprinklr Unified CXM solutions. Your typical day will involve working with clients to solve customer-facing challenges in sales, service, and marketing, and developing solutions to meet those requirements.

Roles & Responsibilities:

• Understand market and customer challenges: Create business cases and strategic transformation roadmaps based on market trends.
• Promote and provide Sprinklr Unified CXM solutions to customers: Collaborate with the Sprinklr Ecosystem including product demonstrations, partner training assistance, pricing strategies, documentation, and client engagement.
• Drive partner support activities: Focus on nurturing deeper, more strategic relationships with key parties.
• Develop requirements based on leadership input: Performance/status reporting, problem-solving, and conflict management.
• Act as a subject matter expert on Sprinklr Unified CXM: Provide expertise on CCaaS transformation client projects across the entire delivery lifecycle.

Professional & Technical Skills:

• Must have skills: Proficiency in Sprinklr Unified CXM, experience in customer service operations, and contact center channels.
• Strong understanding of customer service operations concepts and principles.
• Experience in implementing omnichannel self-service/IVR and omni-channel orchestration routing.
• Experience in developing and maintaining customer service applications using Sprinklr solutions.
• Experience in debugging and troubleshooting customer service applications.
• Knowledge of solution designs that include integrations between Sprinklr and 3rd party solutions for CRM, such as Salesforce and Adobe.
• Experience with cloud contact center technologies ranging from IP telephony, intelligent routing, workflow automation, self-service, workforce optimization, outbound engagement, social media engagement, digital (DX), unified communications (UC), and analytics.

Additional Information:

• The ideal candidate will possess a strong educational background in business administration or a related field, along with a proven track record of delivering impactful solutions using Sprinklr Unified CXM.
• This position is based at our Bangalore or Gurgaon office.

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