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Sprinklr
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Managed Services Consultant

Managed Services Consultant

Sprinklr

5 - 10 years

13 - 14 Lacs

Gurugram

Posted:6 days ago| Platform:

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Skills Required

Change management Managed services Analytical Social media VOIP Customer support Customer service microsoft Troubleshooting Operations

Work Mode

Work from Office

Job Type

Full Time

Job Description

Deliver Value: Be able to deliver on, and communicate the value associated with the customer s investment in Sprinklr solutions through the Sprinklr platform to guarantee retention & customer growth.
Drive Adoption: Drive adoption and usage of new products and features across multiple business units, teams, and markets within a single customer.
Establish Relationships: Establish and nurture relationships built on trust with every new customer, develop client and agency champions, and identify key stakeholders.
Strategic Business Partner: Become your customer s day-to-day strategic advisor who understands their business challenges and can communicate the positive business outcomes of working with Sprinklr.

What Are Your Responsibilities

Ensure that every customer derives the most value possible from the platform leading to retention and business expansion.
Identify, comprehend and clearly articulate customers requirements to generate an end-to-end solution to their business challenges.
Develop a deep understanding of customer needs and tie them to specific Sprinklr use cases, product features, benefits and value propositions.
Identify platform gaps, and optimization opportunities; designing and configuring the appropriate solutions so client expectations regarding platform use-cases and functionalities are fulfilled.
Own & deliver the end-to-end configuration of solution based on the customer requirements
You will handle the post go-live change management of configuration throughout the customer life cycle
Be the hands-on product expert and ensure customer s business goals are met
Act as day-to-day contact for stakeholders in brand, agencies and for System Administrators.
Analyse and elevate customer s consumption of contract, adoption of the product and generation of upsell or cross-sell.
Provide oversight on any additional enablement of the software deployment to be in line with current architecture and future client needs or business requirements.
Proactively identify opportunities to improve operational efficiencies and find suitable entities which could benefit from utilising AI to drive greater ROI.
Establish and nurture senior level relationships built on trust, develop client champions and identify key stakeholders.
Capture development areas for product improvement and collaborate with product managers and engineering for necessary corrective actions.
Actively make sure you are knowledgeable on native channel s products package.
Work with clients to improve the social service itself and its alignment with the clients core business.
Provide on-going training support and ad hoc training sessions to always keep customers educated on Sprinklr s know-hows.
Identify opportunities for customer references and case studies.
Maintain platform relevancy according to changes in business needs.

Must Have Qualifications:

5+ years of experience in managed services or technology consulting, specifically in the CCaaS or cloud contact center industry.
Strong knowledge of CCaaS technologies, including IVR, call routing, AI integrations, and customer journey management.
Experience with cloud communication platforms, AI-driven customer support solutions, Chatbots and integrating CCaaS with third-party applications.
Familiarity with CCaaS platforms like Genesys, Cisco Webex Contact Center, Twilio Flex, or other related technologies.
Understanding of cloud architecture, VoIP, SIP, and telephony.
Hands-on experience with system configuration, troubleshooting, and performance optimization.
Excellent communication and interpersonal skills with the ability to work closely with clients and internal teams.
Proven ability to understand business challenges and provide actionable recommendations.
Ability to manage multiple client engagements and deliver high-quality service.
Ability to translate customer business problems & requirements into on platform solutions

Good to Have Skills:

Demonstrated experience and a passion for the social technology universe (ie, Facebook, Instagram, Twitter, YouTube, LinkedIn, Pinterest, Snapchat, TikTok).
Direct experience in working with a social media management software is preferred.
Strong product acumen & evangelization experience with the aptitude to learn new products.
Excellent written and verbal communication skills. Multilingual skills (French, German, Spanish, Japanese or others) would be a plus.
Analytical mind-set with attention to detail along with excellent problem-solving and critical-thinking skills.
Leading CCaaS Certifications like Genesys Cloud CX Professional, Cisco Certified Professional, Avaya Certified IC are preferred (not mandatory)

Who you are

You are a technology consultant who has the:

Ability to think independently and learn as a member of a team.
Ability to identify and clearly articulate issues clients are facing and capability of devising & implementing their solutions.
Ability to work in a highly challenging & competitive environment while delivering high quality of customer service.
Ability to work effectively under tight deadlines and juggle several assignments & projects simultaneously, while maintaining high standard of excellence.
Intrinsically motivated to tackle unique client use cases, passion to solve business challenges and commitment to client delight.
Ability to interpret industry trends across different verticals & lines of businesses.
Ability to operate in an autonomous way, engage with stakeholders across the globe and lead customers through change management.

You Know Youre Successful If

The depth, breadth and frequency of customer platform adoption starts strong and keeps climbing.
Your customers acknowledge Sprinklr value, renew their product offerings & add new licences, modules and services to their package.
You constantly come up with new strategies that are adopted by your clients and peers.
Your stakeholders participate in Sprinklr events, references and case studies.
Your platform and industry knowledge makes you a trusted advisor both internally and externally.

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