Lead Technical Consultant

This is a fully remote position, open to applicants in Texas.

📋 Description

• Act as the primary trusted advisor for Dell stakeholders.

• Cultivate relationships across business, operations, analytics, and technical teams.

• Facilitate regular consultation meetings to grasp evolving priorities and strategic initiatives.

• Convert business goals into scalable platform solutions and quantifiable results.

• Champion customer success while considering platform capabilities and best practices.

• Maintain extensive knowledge of Sprinklr products, integrations, APIs, reporting, listening, AI, and workflow functionalities.

• Conduct technical validation before involving Product or Engineering teams.

• Investigate capabilities, API documentation, product constraints, and configuration options prior to escalating enhancement requests.

• Translate customer requirements into actionable business and technical use cases.

• Create reporting solutions, measurement frameworks, KPIs, dashboards, and operational reporting strategies.

• Devise scalable methods for sentiment analysis, influencer monitoring, executive reporting, paid media performance, customer engagement analytics, and cross-channel insights.

• Promote the adoption of efficient reporting practices and opportunities for automation.

• Keep abreast of industry trends, competitor platforms, AI advancements, and digital engagement technologies.

• Anticipate customer needs and proactively recommend solutions.

• Collaborate with Product teams to convey strategic customer perspectives and emerging trends.

• Identify opportunities for performance, configuration, workflow, and adoption improvements.

• Formulate improvement plans and actionable recommendations.

• Analyze platform usage patterns and suggest efficiency enhancements.

• Lead strategic monitoring and alerting reviews.

• Assess alert architecture and types; identify noisy, redundant, or ineffective alerts.

• Suggest enhancements to severity, threshold, and alert lifecycle configurations.

• Evaluate AI-powered alerting and summarization capabilities.

• Establish competitor intelligence and awareness monitoring programs.

• Define scalable monitoring best practices.

• Offer guidance on integrations and connector strategies.

• Lead architecture reviews and solution design discussions.

• Evaluate platform adoption and integration effectiveness.

• Review API usage and best practices.

• Support global deployment planning and complex technical initiatives.

• Collaborate with Engineering and Product teams on advanced technical solutions.

⛳️ Requirements

• Bachelor's degree in Information Systems, Computer Science, Business, Analytics, Marketing, or a related field.

• 8+ years of experience in enterprise SaaS, consulting, customer success, managed services, or technical account management.

• 5+ years of direct experience with Sprinklr or similar enterprise CX platforms.

• Proficiency in Social Listening, Reporting & Analytics, API Integrations, Workflow Automation, Enterprise Customer Engagement Platforms, Data Visualization, and Digital Customer Experience Solutions.

• Strong executive communication and presentation abilities.

• Proven track record of influencing stakeholders across technical and business audiences.

• Capability to work independently within highly prominent strategic accounts.

• Sprinklr certifications across multiple solution areas are preferred.

• Experience supporting Fortune 100 or Fortune 500 customers is preferred.

• Technical Account Management experience is preferred.

• Familiarity with AI-driven workflows and analytics platforms is preferred.

• Experience in designing enterprise reporting frameworks is preferred.

• Knowledge of social media, influencer marketing, customer care, and listening programs is preferred.

• Experience with enterprise integrations and API ecosystems is preferred.

• Must reside in the CST or EST time zones.

🏝️ Benefits

• Voluntary healthcare coverage for employees and their families where applicable.

• Paid time off.

• Open Mentoring Program.

• 401k plan with 100% vested company contributions.

• Flexible paid time off.

• Holidays.

• Generous caregiver and parental leaves.

• Life and disability insurance.

• Medical, dental, vision, and prescription drug coverage.

• Discretionary bonus plan based on role.

• Commission plan based on role.

• Equity plan based on role.