Senior Managed Services Consultant – SaaS, Social & Digital

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

📋 Description

• Ensure that every customer maximizes the value they receive from the platform, fostering retention and expanding business opportunities.

• Identify, understand, and clearly communicate customers' needs to create comprehensive solutions for their business challenges.

• Develop a thorough understanding of customer requirements and align them with specific Sprinklr use cases, product features, benefits, and value propositions.

• Spot platform gaps and optimization possibilities, designing and configuring suitable solutions to meet client expectations regarding platform use cases and functionalities.

• Take ownership and deliver the complete configuration of solutions based on customer specifications.

• Manage post-go-live change processes for configurations throughout the customer lifecycle.

• Serve as the hands-on product expert, ensuring that customer business goals are achieved.

• Act as the primary day-to-day contact for stakeholders in brands, agencies, and System Administrators.

• Analyze and enhance customers' usage of contracts, product adoption, and opportunities for upselling or cross-selling.

• Provide guidance on any additional enablement of the software deployment to align with the current architecture and future client requirements.

• Proactively identify ways to enhance operational efficiencies and discover opportunities where AI could be leveraged to increase ROI.

• Build and maintain senior-level relationships founded on trust, develop client advocates, and identify key stakeholders.

• Document areas for product improvement and collaborate with product managers and engineering teams for necessary corrective measures.

• Stay well-informed on the native channel's product offerings.

• Collaborate with clients to enhance the social service experience and ensure it aligns with their core business objectives.

• Provide ongoing training support and ad hoc training sessions to ensure customers remain informed about Sprinklr’s capabilities.

• Identify opportunities for customer references and case studies.

• Keep the platform relevant in accordance with evolving business needs.

⛳️ Requirements

• Over 5 years of experience in managed services or technology consulting, particularly in the CCaaS or cloud contact center sector.

• Strong expertise in CCaaS technologies, including IVR, call routing, AI integrations, and customer journey management.

• Experience with cloud communication platforms, AI-driven customer support solutions, chatbots, and integrating CCaaS with third-party applications.

• Familiarity with CCaaS platforms such as Genesys, Cisco Webex Contact Center, Twilio Flex, or other related technologies.

• Understanding of cloud architecture, VoIP, SIP, and telephony systems.

• Practical experience with system configuration, troubleshooting, and performance optimization.

• Exceptional communication and interpersonal skills, with the ability to collaborate closely with clients and internal teams.

• Proven track record of understanding business challenges and offering actionable solutions.

• Capability to manage multiple client engagements and deliver high-quality service consistently.

• Ability to translate customer business issues and requirements into effective platform solutions.

🏝️ Benefits

• Voluntary healthcare coverage in applicable countries.

• Paid time off to recharge and spend quality time with family and friends.

• An Open Mentoring Program designed to foster meaningful connections that support personal and professional growth.