• Run structured onboarding for new clients after sales handoff (email and call) • Align on goals, scope, workflows, timelines, and communication expectations • Ensure editors and clients are aligned from the start • Set clear, realistic expectations to prevent issues later • Stay closely involved during the first 1–3 months to help stabilize accounts • Manage client Slack channels with a calm, professional, and clear tone • Clarify requests and expectations when things are unclear • Address concerns early and prevent small issues from escalating • Handle frustrated clients diplomatically and focus on solutions, not blame • Ensure editors send consistent EOD updates and communicate clearly • Support and coach editors on client communication when needed • Help remove blockers so work continues smoothly • Identify patterns such as unclear requests, revision overload, or timeline issues • Escalate real risks to quality or client relationships to the Head of Operations • Work with the core team to resolve issues; you’re not expected to solve everything alone • Watch for early signs of churn risk and take steps to stabilize accounts • Follow SOPs and provide input as systems improve • Help reduce urgent issues through better documentation and communication

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Customer Experience Specialist (CES) is a retention-focused, pooled customer support role. The primary objective of the role is to reduce churn and downgrades by engaging customers at critical moments, such as cancellation requests, downgrade inquiries, escalations, and identified product adoption gaps. CES partners closely with Tier 1 Support, Customer Success, and Support Leadership to deliver high-impact, high-judgement customer interactions that retain revenue, drive adoption, and reinforce the value of the SQUIRE platform. This role combines strong product knowledge, objection handling, and consultative guidance, leveraging automation and usage-based signals. Job Duties and Responsibilities - Retention & Churn Mitigation - Handle inbound cancellation and downgrade requests, identifying root causes and executing save strategies aligned with policy and commercial guardrails. - Engage escalated customers who are at risk of churn due to product confusion, perceived value gaps, or operational friction. - Upsell Support & Post-Onboarding Adoption - Support inbound upgrade requests, ensuring customers understand plan value and feature differences. - Conduct follow-up outreach after upgrades to drive early adoption and reduce post-purchase churn. - Product Expertise & Consultative Guidance - As a SQUIRE platform expert, provide practical, outcome-oriented guidance: not just how features work, but how customers know features are working for them. - Act as a trusted product translator during retention, upgrade, and adoption conversations. - Customer Training & Enablement - Deliver video-based training sessions ad hoc as needed to achieve product adoption (new shop employees, customers upgrading plans or adding features, etc). - Reinforce self-service resources and best practices to reduce future friction and support dependency. - Cross-Functional Collaboration & Program Evolution - Partner with Support, Customer Success, Product, and Ops to refine save motions, upgrade experiences, and adoption workflows. - Contribute feedback on where automation can replace or augment manual outreach as volume and maturity increase. The duties and responsibilities outlined above are not a comprehensive list and additional tasks may be assigned from time to time based on business needs. Qualifications - 2+ years in Support, Customer Success, or Customer Experience (preferably in SaaS or SMB environments). - Experience managing a high-volume book of business in a pool or scaled environment with a strong retention and objection-handling focus. - Strong product aptitude: able to explain workflows, features, and outcomes clearly without relying on T2 for standard questions. - Confident in delivering customer training via Google Meets or similar. - Problem-solving and analytical skills to identify trends and recommend solutions. - Ability to meet and exceed performance targets while managing multiple priorities. - Excellent communication and relationship-building skills with a customer-first mindset. - Familiarity with CRM systems and digital customer experience tools. - If hired, candidates must first complete a minimum 3-month period as a Tier I Support agent before transitioning into the Customer Experience Specialist (CES) role. Requirements - Demonstrate proficiency in Tier I Support, including troubleshooting, issue resolution, escalation management, and customer interactions at the highest level. - Only after successfully meeting performance expectations at this level will they be eligible to assume full CES responsibilities. Benefits - Base salary ($65,000) + Bonus (10%). - New hire stock grant. - 100% employer-paid medical/dental/vision insurance for you and your dependents. - 401K plan with company contribution. - Generous PTO and Parental Leave policies.

• Facilitation of client engagement including responding to opportunities for new engagements • Preparation of engagement letters, tracking wins/losses, accepting engagement awards • Maintaining rosters and client lists and various administrative duties • Constant communication with external clients, internal managers and valuation professionals

• Serve as a trusted advisor to Heads of Service, Contact Center Directors, and Support Transformation leads • Map legacy operations (telephony, IVR, ticketing, WFM) into modern Sprinklr-enabled workflows using AI routing, unified agent desktop, knowledge bases, and self-service portals • Own product adoption and provide technical consultancy across Care modules: Case Management, Smart Responses, Bot Framework, Agent Assist, Knowledge Base, Routing Logic • Lead workspace audits and change plans; ensure platform architecture reflects customer priorities (AHT, CSAT, first contact resolution, deflection rate, etc.) • Develop and deliver scalable enablement plans for service ops, quality, and agent teams—ensuring alignment with process maps and internal KPIs • Promote feature adoption via playbooks, pilot programs, performance dashboards, and monthly ROI tracking • Identify early signs of stagnation, low adoption, or implementation gaps—build risk plans and mitigation steps based on CSP telemetry • Partner with Sales and Solutions Consultants to surface new use cases (e.g., adding messaging, voice, co-browse, or WFM integrations) • Serve as the escalation point for advanced Care/CCaaS product issues; coordinate with Support, Product, and Engineering teams on behalf of the customer • Lead cross-functional coordination across IT, business, and third-party vendors to drive complex programs (e.g., voice rollout, CRM integrations, compliance configurations)