Regional Vice President- Client Success (East)
As the world moves even more online due to the coronavirus pandemic, customers are connected and empowered like never before. Customers want an immediate, personalized and consistent experience, no matter which channel they choose to engage with a brand. Sprinklr helps brands meet the demands of today’s customers by providing them with the insights they need to make every interaction matter. Sprinklr is a Customer Experience Management (CXM) platform for modern enterprises with 2000+ employees helping the world’s most valuable enterprises make their customers happier.
- Manage the Key Account Management team as the first and last point of customer contact for agreed key accounts (usually high-value multi-national brands that are strategically important for Sprinklr) to ensure that those accounts achieve their business objectives using Sprinklr software and services
- Retain key account customers
- Deliver revenue from allocated key accounts targeted on number of accounts average revenue/account/quarter
Ensure revenue is profitable by managing costs - Margin profitability per employee
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 revenue and profit
- Use internal Sprinklr processes appropriately
- Manage customer expectations for delivery of services through the leadership and coaching of key account team members and cross-functional department leads
- Improve the Key Account Management team constantly through staff retention, recruitment and motivation
- Own, manage and lead your teams client relationships
- Lead by example in delivering exceptional quality and results, and be fully involved in the day to day detail
- Provide first-rate briefing to internal teams and act as a filter before work is sent to the Client
- Keep up to date on platform and Sprinklr innovations and then successfully apply the learning to the client account
- Work with the client on a senior level to move Sprinklr up the organization structure in a careful strategic way
- Manage relationships with important partners (this can be as important as the client relationship)
- Manage all relationships within the Client’s team, especially those who impact our work
Represent Sprinklr at speaking opportunities and industry events
Desired Skills and Experience
- Client Management or Client Success experience with F500/FTSE500 brands, working strategically with senior customers (at least 7 years), probably in a media agency, management consultancy or strategic software provider
- Managing and motivating an international
- Client Management team with experienced, senior staff across multiple time zonesInternational experience and cultural sensitivity
- Track record of achieving revenue and profit targets
Social Strategy experience, with proven knowledge of paid media, content and platform expertiseSolid 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
- Able to create and deliver innovative, ambitious campaigns
- Manage a team to deliver outstanding client service through execution of strategy
- Experienced in proactively identifying business development opportunities
- Contribute to pitches in conjunction with the global team
- Strong interpersonal and presentation skills
- Excellent people management skills to senior level
- Strategic thinker
- Proactive, highly motivated and capable of thriving in a fast paced environment
- Be ambitious and driven
This role is responsible for ensuring that Sprinklr’s key accounts are successful in their business objectives by making the best possible use of of Sprinklr platforms and services; and make customers superstars. You will have a deep understanding of Social Media, SaaS and SMMS, including knowledge of paid media, content and platform expertise (Facebook, Twitter, LinkedIn). You will lead a first-class team to deliver exceptional measurable results.
Why you'll love Sprinklr: We’re committed to creating the kind of culture where you feel like you belong, are happier today than yesterday, and your contributions matter. At Sprinklr, our goal is to treat everyone like family and passionately, genuinely care. We offer flexible paid time off and paid parental leave, medical plans, dental and vision plans, life insurance, 401(k) savings plans, employee stock options, gym and wellness discounts, Plum benefits, Lifemart discounts, and paid time off to invest in learning and career development.
We focus on our mission: We founded Sprinklr with one mission: to enable every organization on the planet to make their customers happier.
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.
For the fifth consecutive year, Sprinklr has been named to the Forbes Cloud 100, the definitive ranking of the top 100 private cloud companies in the world. We were also named a 2020 Gartner Peer Insights Customers’ Choice for Social Marketing Management. And in 2019, Sprinklr was the only leader in the Forrester Research, Inc. report, The Forrester Wave™: Social Suites.
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 Audible for Business, Linkedin Learning, and more.
The Sprinklr Way
EEO - Our philosophy on inclusion: Our goal is to ensure every employee feels like they belong and are operating in a judgement-free zone regardless of gender, race, ethnicity, age, and lifestyle preference, among others. We value and celebrate our sense of belonging and fervently believe every employee matters, and should be respected, listened to, and have opportunities to contribute to the magic of Sprinklr!
We celebrate differences, and we seek to hear unique perspectives because it helps us all to learn. We seek to understand. We believe we are stronger when we belong because collectively, we’re more innovative, creative, and successful. As we continue on our growth journey, we know that bringing together diverse talent leads to better company-wide innovation, improved financial results and better decision making.
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. If you have a disability or special need that requires accommodation, please let us know.