The Area Director, Success is responsible for a team of 5-7 Customer Success Managers responsible for delivering value to Sprinklr’s larger enterprise and/or global strategic accounts. In addition to delivering value, the team is responsible for renewals, product consumption, and account growth. As a first line leader you will be responsible to inspire, coach, and inspect a first-class team to deliver exceptional measurable results in retention, consumption, and upsell. You will have a deep understanding of Customer Experience, Social Media, SaaS and SMMS, including knowledge of paid media, content and platform expertise (Facebook, Twitter, LinkedIn). The Area Director reports to the Group Director, Success within the designated geography.

Responsibilities

• Lead (inspire, coach, and inspect) a customer success team which acts first and last point of customer contact for agreed accounts (usually high-value multinational brands that are strategically important for Sprinklr) to ensure that those accounts achieve their business objectives using Sprinklr software and services

• Improve the customer success team constantly through onboarding, development, and retention of A+ talent.

• Lead by example in delivering exceptional quality and results, and be fully involved in execution of the process and playbook to retain and grow customers

• Demonstrate the value of Sprinklr and retain and grow customers

• Develop and maintain relationships with customer decision makers and champions.

• Deliver revenue from allocated accounts targeted on number of accounts average revenue/account/quarter

• Ensure revenue is profitable by managing costs

• 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 growth within the client

• Use internal Sprinklr processes appropriately.

• Manage customer expectations for delivery of services through the leadership and coaching of team members and cross-functional department leads

• Develop and Maintain strategic proficiency on Sprinklr platform and assist team in the delivery of key internal and external briefings.

• Manage relationships with important strategic partners on joint clients

Desired Skills and Experience

• Customer Success experience with Fortune 500 brands, working strategically with large enterprise customers, media agency, management consultancy or strategic software providers

• 2-5 years experience leading world class customer success teams

• Track record of achieving/exceeding retention and revenue growth targets

• Social Strategy experience, with proven knowledge of paid media, content and platform expertise

• Solid 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

• Manage a team to deliver outstanding client service through execution of strategy

• Experienced in proactively identifying business development opportunities

• Strong interpersonal and presentation skills

• Excellent people management skills

• Strategic thinker

• Proactive, highly motivated and capable of thriving in a fast paced environment

• Be ambitious and driven

$70,000 — $120,000/year