Lead Customer Success Manager - CCaaS

Lead Customer Success ManagerSprinklr's Customer Organization focuses on four strong pillars of Client Experience, Operational Excellence, Profitable Growth and Team & Culture. Sprinklr's Customer Success Managers (CSMs) align highly skilled expertise, thought leadership and program management to align Sprinklr solutions to customers biggest challenges. With a bias towards action and ability to deliver organizational-wide impact, the CSM develops and program manages a plan to empower the customer to do things differently and better using Sprinklr.The Lead CSM is able expertly program manage and prioritize initiatives across a portfolio of customers by developing a deep understanding of their customers business, processes, teams and technical architectures (tech stacks); this enables the Lead CSM to prescribe use of Sprinklr products and features to solve high level business challenges and resolve organizational inefficiencies. The Lead CSM's deep knowledge of Sprinklr's product and solutions is paired with domain and industry expertise, business acumen, exceptional communication and program management skills, positioning the Lead CSM to take a consultative approach in informing and actioning on partnership strategy plans.Directly responsible for:Customer relationship accountability, to which proactive communication, program management, representation and expectation management is foundational.Customer's product adoption, realized value, and ROI from Sprinklr: Ensuring customer's achievement of Sprinklr use cases, validated with business metrics and data-driven insights.Customer Empowerment and Enablement: Implementing repeatable playbooks to create a strong and functional operating state.Increasing revenue from customers. Collaborate with the Sales, Solutions Consultant, & other cross-functional teams to identify upsell and cross-sell opportunities.Preferred qualifications & skills:Minimum of 6 years' experience in Customer Success, Technical Account management, Technology Consulting or Technology Solutions Development.Ability to analyze customer's usage data, KPIs and health indicators to identify opportunities for improvement and translate into actionable recommendations, plan and path to solutions.Demonstrated experience and/or knowledge of marketing automation technologies, or contact center technologies digital transformation, AI solutions, market research and insights, business analytics, emerging technologies, and data management platforms and technology.Strong program management experience overseeing large, cross-functional teams to ensure timely execution of deliverables.Exceptional communication and presentation skills with demonstrated ability 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.