Sprinklr is a leading enterprise software company for all customer-facing functions. With advanced AI, Sprinklr's unified customer experience management (Unified-CXM) platform helps companies deliver human experiences to every customer, every time, across any modern channel. Headquartered in New York City with employees around the world, Sprinklr works with more than 1,000 of the world’s most valuable enterprises — global brands like Microsoft, P&G, Samsung and more than 50% of the Fortune 100.Learn more about our culture and how we make our employees happier through The Sprinklr Way (http://get.sprinklr.com/hubfs/SprinklrWay.pdf) .Job DescriptionLocation:Austin TexasChicago, IllinoisThe Area Director, Customer Success is responsible for a team of 5-7 Customer Success Managers responsible for delivering value to Sprinklr’s larger enterprise and/or global strategic accounts. In addition to delivering value, the team is responsible for renewals, product consumption, and account growth.As a first line leader you will be responsible to inspire, coach, and inspect a first-class team to deliver exceptional measurable results in retention, consumption, and upsell.You will have a deep understanding of Customer Experience, Social Media, SaaS and SMMS, including knowledge of paid media, content and platform expertise (Facebook, Twitter, LinkedIn).The Area Director reports to the Group Director, Success within the designated geography.Responsibilities
Lead (inspire, coach, and inspect) a customer success team which acts first and last point of customer contact for agreed accounts (usually high-value multinational brands that are strategically important for Sprinklr) to ensure that those accounts achieve their business objectives using Sprinklr software and services
Improve the customer success team constantly through onboarding, development, and retention of A+ talent.
Lead by example in delivering exceptional quality and results, and be fully involved in execution of the process and playbook to retain and grow customers
Demonstrate the value of Sprinklr and retain and grow customers
Develop and maintain relationships with customer decision makers and champions.
Deliver revenue from allocated accounts targeted on number of accounts average revenue/account/quarter
Ensure revenue is profitable by managing costs
Spot opportunities and business needs to grow each account
Ensure responsibility for accounts is clear at all times
Establish processes and channels for interfacing with other Sprinklr teams to maximize customer satisfaction and Sprinklr growth within the client
Use internal Sprinklr processes appropriately.
Manage customer expectations for delivery of services through the leadership and coaching of team members and cross-functional department leads
Develop and Maintain strategic proficiency on Sprinklr platform and assist team in the delivery of key internal and external briefings.
Manage relationships with important strategic partners on joint clients
Desired Skills and Experience
Customer Success experience with Fortune 500 brands, working strategically with large enterprise customers, media agency, management consultancy or strategic software providers
3-5 years experience leading world class customer success teams
Track record of achieving/exceeding retention and revenue growth targets
Social Strategy experience, with proven knowledge of paid media, content and platform expertise
Solid understanding of general business strategy, industry products and services
Strong work ethic; desire to work in an entrepreneurial and deadline driven environment with rapidly changing priorities
Manage a team to deliver outstanding client service through execution of strategy
Experienced in proactively identifying business development opportunities
Strong interpersonal and presentation skills
Excellent people management skills
Strategic thinker
Proactive, highly motivated and capable of thriving in a fast paced environment
Be ambitious and driven
Why You'll Love Sprinklr:We're committed to creating a culture where you feel like you belong, are happier today than you were yesterday, and your contributions matter. At Sprinklr, we passionately, genuinely care. For full-time employees, we provide a range of comprehensive health plans, leading well-being programs, and financial protection for you and your family through a range of global and localized plans throughout the world.For more information on Sprinklr Benefits around the world, head to https://sprinklrbenefits.com/ to browse our country-specific benefits guides.We focus on our mission: We founded Sprinklr with one mission: to enable every organization on the planet to make their customers happier. Our vision is to be the world’s most loved enterprise software company, ever.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.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 LinkedIn Learning and more.EEO - Our philosophy: Our goal is to ensure every employee feels like they belong and are operating in a judgment-free zone regardless of gender, race, ethnicity, age, and lifestyle preference, among others. We value and celebrate diversity and fervently believe every employee matters and should be respected and heard. We believe we are stronger when we belong because collectively, we’re more innovative, creative, and successful.Sprinklr is proud to be an equal-opportunity workplace and is an affirmative-action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. See also Sprinklr’s EEO Policy and EEO is the Law.Compensation Range$134,000 - $178,000 - $223,000The base salary range for this role at minimum, midpoint and maximum is shown above. It is not typical for a candidate to be hired close to or at the maximum of the salary range. At Sprinklr, base pay depends on multiple individualized factors, including experience, qualifications, job-related knowledge and skills, and geographic location. Base pay also depends on the relative experience, knowledge, skills to our internal peers in the role. Base pay is only one part of our competitive Total Rewards package: the successful candidate may also be eligible to participate in Sprinklr’s discretionary bonus plan, commission plan and/or equity plan, depending on role.US-based Sprinklr employees are eligible for a highly competitive benefits package as well, which demonstrates our commitment to our employees’ health, well-being, and financial protection. The US-based benefits include a 401k plan with 100% vested company contributions, flexible paid time off, holidays, generous caregiver and parental leaves, life and disability insurance, and health benefits including medical, dental, vision, and prescription drug coverage.We’re excited that you’re interested in joining Sprinklr!Please check back frequently to follow up on the progress of your application and continue to update your contact information as appropriate.Here at Sprinklr, we’re on a mission to help every organization on the planet create unified experiences that make customers happier. That customer obsession mirrors our commitment to our own people — to treating them like family, and to sharing a culture that reflects our values.Our goal is to ensure every employee feels like they belong and are operating in a judgment-free zone regardless of gender, race, ethnicity, age, and lifestyle preference, among others. We value and celebrate diversity and fervently believe every employee matters and should be respected and heard. We believe we are stronger when we belong because collectively, we’re more innovative, creative, and successful.Sprinklr is proud to be an equal employment opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.See Sprinklr's EEO Policy and Equal Employment Opportunity is the Law notice.Sprinklr is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans during our application process. If you have a disability or special need that requires accommodations, please let us know by filling out this form (https://forms.office.com/r/hzDnhjYCJf) .
