Customer Success Program Manager Jobs in Michigan

Sprinklr's Customer Organization focuses on four strong pillars of Client Experience, Operational Excellence, Profitable Growth and Team & Culture.
Sprinklr'sCustomerSuccess Managers(CSMs)align highly skilledexpertise,thought leadership andprogram managementto align Sprinklr solutions tocustomersbiggest challenges.With a bias towards action andability todeliverorganizational-wide impact, theCSMdevelopsandprogram manages aplanto empower thecustomertodo things differently and better using Sprinklr.

The CSM is able expertly program manageand prioritize initiativesacross a portfolio of customers bydevelopingadeepunderstanding of theircustomersbusiness,processes,teamsandtechnical architectures(tech stacks); this enables the CSMtoprescribe use of Sprinklr productsand features to solvehigh level business challenges andresolveorganizational inefficiencies. TheCSM'sdeep knowledge ofSprinklr's product and solutionsis paired withdomain andindustryexpertise,business acumen,exceptionalcommunicationand program managementskills,positioning theCSMto take a consultative approach in informingand actioning onpartnershipstrategyplans.
Directlyresponsible for:

• Customer relationship accountability,to whichproactivecommunication, program management,representationand expectation managementis foundational.

• Cultivaterelationships with key stakeholders across customer organizations andestablishnew relationships, directly or by introducing Sprinklr executives and product leadership.

• Build customer champions and advocatesto ensure clients can articulate and understand the value Sprinklr is driving to their business.

• Oversee customer adoption journey, ensuringappropriate resourcesare engaged,and effective solutions areimplemented,at each stage of the lifecycle to achieve successful outcomes.

• Ensure awareness of Sprinklr's product, productroadmapand new releases to all relevant customer stakeholders, in the context of the customer stakeholder's role, current and prescribed future use cases of Sprinklr.

• Customer'sproduct adoption,realized value,and ROI fromSprinklr:Ensuringcustomer'sachievement ofSprinklruse cases,validatedwith business metrics and data-driveninsights.

• Co-developcustomer outcomesplan to deliver on agreed KPI's and success metrics. Conduct regular customer cadences toalign onvalue realization, agreed business priorities, and provide thought leadership specific to client's evolving business needs.

• Meticulously track customer health data using CSP tools,including;product and feature adoption, and consumption against Sprinklr contract commitments. Accountable in using customer health data to drive customer management activities, informrecommendationsand manage risk.

• Customer Empowerment andEnablement:Implementingrepeatable playbooks to create a strong and functional operating state.

• Drive customer self-service capabilities to reduce costs, drivescaleand ensure increased usage,stickinessandcustomerretention.

• Proactivelyidentifyadoption blockersandprescribetrainingcurriculumand/ormore optimizedworkflows or featureusetoeliminateconsumption risk. Empower customer in using Sprinklr to minimize redundant workflows,processesand resources.

• Advocate for the customer with Sprinklr's Product Team and Partnerships Team which entailsidentifyingproduct enhancements, opportunities and paths to solutions that require development and sometimes third-party partners.

• Increasing revenue from customers.Collaboratewith theSales, SolutionsConsultant, &other cross-functional teamstoidentifyupsell and cross-sell opportunities.

• Develop a deep understanding of the customer's organization, corporate objectives,financialearnings reports and insights,news,market conditions, industry,use of technologies, vendors and solutions,and partnersto;identify opportunities to expand theiruse ofSprinklr productsandto consolidatetheirtech stack using Sprinklr.Stay apprised as things change.

• Awareness ofcompetitive landscape, competitivesolutions,marketand tech industry trendstoidentifyrisk and threats.

• Advocate for customer during Implementation of new features,productsor integrations to ensure use case, scope and timelines are achieved.
  

Preferredqualifications& skills:

• Minimum of 8-10 years' experience in Customer Success,Technical Account management, TechnologyConsultingorTechnology Solutions Development.

• Experiencedelivering large-scale transformational programs across Fortune 100 enterprise clients' customer experience functions, working across multiple lines of business to deliver organization-wide impact, often breaking through legacy silos.

• Ability to analyzecustomer'susage data, KPIs and health indicators toidentifyopportunities for improvement and translate into actionable recommendations,planand path to solutions.

• Demonstrated experience and/or knowledge of marketing automation technologies, orcontact center technologiesdigital transformation,AI solutions, market research and insights, business analytics,emerging technologies,anddata management platforms and technology.

Strong program management experience overseeing large, cross-functional teams to ensuretimelyexecution of deliverables.

• Proven ability to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners, as well as mapping business requirements into technical features.

• Interest in continuously learning and advancing understanding oftech industry,customer experience technologies,technology platforms and solutions, AI advancement,andtrends withtop global brands

• Exceptional communication and presentation skills withdemonstratedability to communicate and influence effectively at all levels of the organization, including executive and C-level.

• Ability to travel between 25-50% of the time. Candidates local to clients strongly preferred.

• Project Management Professional certification (PMP, PMI-PMP, LSS)a plus.

• Bachelor's degree from an accredited college or university, or relevant experience.