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Sprinklr

Un-siloed teams. Happier customers.™

Senior Managed Services Consultant – SaaS, Social & Digital

ConsultantConsultantFull TimeRemoteSeniorTeam 1,001-5,000Since 2010H1B SponsorCompany SiteLinkedIn

Location

Australia

Posted

1 day ago

Salary

0

Seniority

Senior

Bachelor Degree5 yrs expEnglishCloudVoIP

Job Description

Senior Managed Services Consultant – SaaS, Social & Digital

Sprinklr

• 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 • 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 client's 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

Job Requirements

  • 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

Benefits

  • Voluntary healthcare coverage in countries where applicable
  • Paid time off to recharge and spend time with loved ones
  • Open Mentoring Program designed to create meaningful connections that support growth

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