GN - SONG - Service - Sprinklr - Manager

Accenture in India; Bengaluru; On-site; INR 1,800,000 - 2,800,000; Full time

Job summary

Accenture in India is seeking a talented professional for the Strategy & Consulting Global Network SONG practice. The candidate will leverage Sprinklr Unified CXM to drive omnichannel customer service transformation, collaborate with partners, and guide complex CCaaS initiatives across multiple client engagements.

With 8+ years in customer service operations and hands-on Sprinklr experience, you will shape strategic roadmaps, support RFPs and deliver measurable business value within a global

Qualifications

• 8+ years of experience in customer service operations and contact center channels.
• Experience with Sprinklr Service solutions and CCaaS transformation.
• Ability to craft business cases and strategic transformation roadmaps.

Responsibilities

• Understand market and customer challenges and create strategic transformation roadmaps.
• Promote Sprinklr Unified CXM solutions and collaborate with ecosystem partners.
• Drive partner support activities and develop leadership-aligned requirements.
• Act as SME on Sprinklr Unified CXM across delivery lifecycle.

Skills

Sprinklr Ccaas

Sprinklr

Customer Service Operations

Education

MBA from tier 1 institute

Job description

The Strategy & Consulting Global Network SONG Practice | Sprinklr

Job Title - Sprinklr + Level 7 (Manager) + Entity (S&C GN)

Management Level: Level 7 - Manager

Location: Mumbai, Bangaluru, Gurgaon, Pune, Hyderabad and Chennai

Must have skills: Sprinklr Ccaas

Good to have skills: Sprinklr

Join our team of SONG consultants who solve customer-facing challenges at clients spanning sales, service, and marketing to accelerate business change.

Practice: SONG I Areas of Work: Sprinklr- Product Solution Consulting, Pre-Sales & Implementation | Level: Manager | Location: Gurgaon, Mumbai, Bangalore, Chennai, Pune, Hyderabad | Years of Exp: 8+ years

Explore an Exciting Career at Accenture

Are you passionate about scaling businesses using in-depth frameworks and techniques to solve customer-facing challenges? Do you want to design, build, and implement strategies to enhance business performance? Does working in an inclusive and collaborative environment spark your interest? Then, this is the right place for you! Welcome to a host of exciting global opportunities within Accenture Strategy & Consulting - Global Network’s SONG practice.

The Strategy & Consulting Global Network Song practice is aligned to the Capability Network Practice of Accenture and works with clients across their marketing, sales and services functions. As part of the team, you will work on transformation services driven by key offerings like Marketing Transformation, Connected Commerce and Advanced Customer Engagement. These services help our clients become living businesses by optimizing their marketing, sales, and customer service strategy, thereby driving cost reduction, revenue enhancement, customer satisfaction and impacting front end business metrics in a positive manner.

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.

Read About Us.

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Your experience counts!

MBA from a tier 1 institute

• A minimum of 8 years of experience working with Customer Service operations and Contact Center channels, leading Customer Service operations assessment/benchmarking, and indepth understanding and know-how of Customer Service Operations, Cross-industry experience is preferred.
• 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.

What is in it for you?

• An opportunity to work on transformative projects with Key clients
• Potential to Co-create with leaders in strategy, industry experts, enterprise function practitioners and, business intelligence professionals to shape and recommend innovative solutions that leverage emerging technologies.
• Ability to embed responsible business into everything - from how you service your clients to how you operate as a responsible professional.
• Personalized training modules to develop your strategy & consulting acumen to grow your skills, industry knowledge and capabilities
• Opportunity to thrive in a culture that is committed to accelerate equality for all. Engage in boundaryless collaboration across the entire organization.

About Accenture:

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions - underpinned by the world’s largest delivery network - Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With 569,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com

About Accenture Strategy & Consulting Global Network:

Accenture Strategy shapes our clients’ future, combining deep business insight with the understanding of how technology will impact industry and business models. Our focus on issues such as digital disruption, redefining competitiveness, operating and business models as well as the workforce of the future helps our clients find future value and growth in a digital world. Today, digital is changing the way organizations engage with their employees, business partners, customers and communities. This is our unique differentiator. To bring this global perspective to our clients, Accenture Strategy's services include those provided by our Capability Network – a distributed management consulting organization that provides management consulting and strategy expertise across the client lifecycle. Our Capability Network teams complement our in-country teams to deliver cutting‑edge expertise and measurable value to clients all around the world. For more information visit https://www.accenture.com/in-en/careers

Accenture Global Network Song | Accenture in One Word

At the heart of every great change is a great human. If you have ideas, ingenuity and a passion for making a difference, come and be a part of our team.