GN - SONG - Service - Sprinklr â€â€œ Manager

Accenture; Bengaluru; On-site; INR 15,00,000 - 25,00,000; Full time

Job summary

A global consulting firm seeks a Service Manager with 12-14 years of experience to drive strategic initiatives and manage business transformations using Sprinklr Unified CXM solutions. This role involves developing data-driven recommendations, conducting market research, and understanding customer challenges. The ideal candidate will have a strong background in customer service operations and hands-on experience with omnichannel solutions.

Benefits

Opportunity to work on innovative projects

Career growth and leadership exposure

Qualifications

• 12-14 years of experience in the required domain.
• Functional and hands-on experience with Sprinklr Service solutions required.
• Experience with customer service assessments and transformations.

Responsibilities

• Drive strategic advisory services and manage business transformations.
• Understand market and customer challenges to create business cases.
• Develop requirements based on leadership input and context.

Skills

Analytical skills

Problem-solving

Communication skills

Experience in Customer Service Operations

Knowledge of Omnichannel solutions

Education

Any Degree

Tools

Sprinklr Unified CXM

Cloud contact center technologies

Job description

Overview

Job Title - GN - SONG - Service - Sprinklr Manager. Location: Bengaluru, BDC7A. Experience: 12-14 Years. Educational Qualification: Any Degree. Management Level: 7-Manager.

Job Summary:

This role involves driving strategic initiatives, managing business transformations, and leveraging industry expertise to create value-driven solutions.

Roles & Responsibilities

• Provide strategic advisory services, conduct market research, and develop data-driven recommendations to enhance business performance.
• You will work closely with our clients as consulting professionals who design, build and implement initiatives that can help enhance business performance. As part of these, you will
• Understand market and customer challenges: Create business case and strategic transformation roadmap based on market trends.
• Help in promoting and providing Sprinklr Unified CXM solutions to customers: Collaborate with the Sprinklr Ecosystem including product demonstrations, partner training assistance, pricing strategies, documentation, and client engagement.
• Drive Partner support activities: A strong focus on nurturing deeper, more strategic relationships with key parties.
• Develop requirements based on leadership input: Performance/Status reporting, Problem Solving and Conflict Management.
• Act as a subject matter expert on Sprinklr Unified CXM: providing expertise on CCaaS transformation client projects across the entire delivery lifecycle.
• Bring your best skills forward to excel at the role.
• Experience working with Customer Service Operations: Experience in Contact Center channels, leading Customer Service operations assessment/benchmarking, identifying gaps and deriving business case for driving improvements.
• Experience implementing Omnichannel self-service/IVR and Omni-Channel Orchestration Routing: Experience with Sprinklr Unified CXM.
• In-depth knowledge and know-how of Customer Service Operations: Cross-industry experience, functional and hands on experience on Voice and Non-Voice (SMS, Email, Chat etc.).
• Contribute to client RFP by crafting and delivering engaging presentations, facilitating detailed technical workshops, assisting in RFPs, and executing Proofs of Concept (POC) to showcase Sprinklr solutions and their alignment with customer needs.
• Proactively identifying customer needs through a technical benefits assessment: Carefully building the business value of the solution, to assist with overcoming potential objections to proposed technical solutions.
• Knowledge of solution designs that include integrations between Sprinklr and 3rd party solutions for CRM, such as Salesforce and Adobe.
• Experience with Cloud contact center technologies ranging from IP Telephony, Intelligent Routing, Workflow Automation, Self Service, Workforce Optimization, Outbound Engagement, Social Media Engagement, Digital (DX), Unified Communications (UC) and Analytics.

Professional & Technical Skills

• Relevant experience in the required domain.
• Strong analytical, problem-solving, and communication skills.
• Ability to work in a fast-paced, dynamic environment.
• Functional and hands-on experience in Voice and Non-Voice (SMS, Email, Chat etc.) applications solutioning using Sprinklr Service solutions.
• Experience in leveraging Sprinklr product solution to automate customer service processes like Interaction Service enhancement, Agent experience, reporting, etc.

Additional Information

• Opportunity to work on innovative projects.
• Career growth and leadership exposure.

About Our Company | Accenture

Qualification

Experience: 12-14 Years

Educational Qualification: Any Degree