Senior Customer Success Manager - CCaaS

Sprinklr (Brasil) Ltda; Brasil; Presencial; BRL 120 000 - 150 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Voluntary healthcare coverage

Paid time off

Mentoring program

Support for mental/physical health

Resumo da oferta

Sprinklr (Brasil) Ltda is seeking a strategic advisor to lead technical relationships and ensure effective platform adoption. This role involves working with various stakeholders to align customer goals and improving usability through tailored training.

Ideal candidates will have 6+ years in MarTech or AdTech and be fluent in Spanish and English. The position offers comprehensive benefits, including healthcare coverage and paid time off.

Qualificações

• 6+ years in MarTech, AdTech, or digital media consulting.
• Experience with enterprise-grade solutions and cross-functional marketing teams.
• Deep familiarity with social ad platforms and analytics.

Responsabilidades

• Lead the strategic technical relationship across Sprinklr's product suite.
• Own the adoption lifecycle and align it with customer goals.
• Deliver training and enablement to improve customer platform advocacy.

Conhecimentos

MarTech experience

Fluency in Spanish and English

Campaign setup

Omnichannel marketing strategy

Executive presentation skills

Data fluency

Descrição da oferta de emprego

Job Overview

Sprinklr is the definitive AI‑native platform for Unified Customer Experience Management (Unified‑CXM), empowering brands to deliver extraordinary experiences at scale — across every customer touchpoint. By combining human instinct with the speed and efficiency of AI, Sprinklr helps brands earn trust and loyalty through personalized, seamless, and efficient customer interactions. Sprinklr’s unified platform provides powerful solutions for every customer‑facing team — spanning social media management, marketing, advertising, customer feedback, and omnichannel contact center management — enabling enterprises to unify data, break down silos, and act on real‑time insights.

Strategic Product Advising

• Lead the strategic technical relationship across Sprinklr’s product suite.
• Act as the primary advisor on platform architecture, user journeys, tagging schemas, and governance frameworks.
• Translate marketing KPIs (ROAS, brand health, sentiment shift, audience reach) into Sprinklr configurations and use cases.

Adoption & Value Realization

• Own the end‑to‑end adoption lifecycle across multiple teams, ensuring frictionless onboarding and proactive value expansion.
• Foster relationships with cross‑functional stakeholders to align platform adoption with customer‑specific goals and KPIs.
• Conduct workspace audits, health score tracking, and usage diagnostics using internal CSP tools to drive recommendations and de‑risk accounts.
• Build reusable playbooks to institutionalize best practices across campaign orchestration, paid amplification, and influencer management.

Program Leadership

• Coordinate cross‑functional teams (Product, Solutions Consultants, Services) to address technical challenges, rollout new modules, or guide strategic expansion.
• Run business reviews tailored to executive audiences, combining KPIs, platform telemetry, and business outcomes into ROI narratives.
• Co‑develop success plans with clear KPI alignment, growth targets, and product rollout timelines—adjusted to market and org evolution.

Customer Empowerment

• Deliver stakeholder‑specific enablement—executive workshops, advanced user trainings, feature adoption campaigns—to improve usability and internal platform advocacy.
• Identify blockers to adoption and proactively create corrective action paths: integrations, UX simplification, org change support.
• Cultivate internal champions and promote a culture of self‑service to strengthen long‑term platform adoption.

Product Influence

• Serve as a feedback loop to Sprinklr Product and Engineering teams—surfacing structured insights based on real‑world campaign needs, integrations, or analytics gaps.
• Advise customers on aligning their future marketing strategy with Sprinklr's roadmap capabilities and beta features (data management and intelligence, CRM platform and tools, business analytics and reporting, etc.).

Growth & Commercial Support

• Work closely with Sales and Solutions teams to uncover upsell/cross‑sell opportunities: Ads module, Listening, new brand/geography activation, etc.
• Understand the client’s tech stack and vendor landscape to position Sprinklr as a consolidator and differentiator.

Required Qualifications

• 6+ years in MarTech, AdTech, or digital media consulting, working with enterprise‑grade solutions and cross‑functional marketing teams.
• Fluency in Spanish and English (verbal and written) is a must.
• Deep experience in campaign setup, media planning, or brand marketing strategy at large organizations.
• Strong understanding of omnichannel marketing strategy (organic, paid, owned) and platform analytics.
• Ability to configure, audit, and optimize workspace and tagging structures in complex enterprise environments.
• Executive‑level presentation and stakeholder management skills; experience facilitating roadmap sessions and quarterly reviews.
• Data fluency: ability to interpret telemetry, product usage, and marketing KPIs and convert into strategic actions.

What Sets You Apart

• Prior experience implementing or scaling Sprinklr or similar platforms (Adobe, Salesforce Marketing Cloud, Khoros).
• Deep familiarity with social ad platforms (Meta, Google, TikTok), social listening taxonomy, and crisis/PR workflows.
• Experience leading digital transformation projects or global rollouts across brands, geographies, or business units.
• PMP, Agile, or relevant certification; fluency in campaign lifecycle management tools.
• Strong business acumen and comfort advising CMOs, Digital Transformation leads, or Global Brand Managers.
• Exceptional relationship‑building skills and a collaborative mindset; ability to navigate complex orgs and earn trust across levels.
• Customer‑first thinking with a bias towards empathy.
• Proactive problem‑solving and a proven ability to distill complex needs into clear, actionable strategies; balancing technical depth with business relevance.

Benefits

• Voluntary healthcare coverage in applicable countries.
• Paid time off for rest and family.
• Mentoring program for meaningful growth connections.
• Support for personal well‑being and mental/physical health.

Equal Employment Opportunity

Sprinklr is proud to be an equal‑opportunity workplace and complies with all applicable federal, state, and local fair employment practices laws. We are committed to equal employment opportunity regardless of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable law. Reasonable accommodations are available upon request during the interview process.