GN - SONG - Service - Sprinklr - Manager

Accenture; Bengaluru; On-site; INR 4,938,881 - 8,643,042; Full time

Benefits offered by this job

Opportunity to work on transformative projects

Personalized training modules

Collaboration with industry experts

Job summary

A leading consulting firm in India is seeking a Manager for their Sprinklr solutions practice. The role requires a minimum of 8 years of experience in Customer Service operations and expertise in using Sprinklr Unified CXM solutions. The candidate will work closely with clients to enhance business performance and drive strategic transformation. This position involves nurturing relationships and understanding customer needs, all within a collaborative and inclusive environment.

Qualifications

• Minimum of 8 years of experience with Customer Service operations and Contact Center channels.
• In-depth knowledge of Customer Service Operations and Cross-industry experience is preferred.
• Functional and hands-on experience in solutioning using Sprinklr Service solutions.

Responsibilities

• Understand market and customer challenges to create strategic transformation roadmaps.
• Promote Sprinklr Unified CXM solutions and engage with clients.
• Drive partner support and develop requirements for performance reporting.

Skills

Sprinklr CCaaS

Customer Service Operations

Voice and Non-Voice applications

Analytical skills

Education

MBA from a Tier 1 or Tier 2 institute

Tools

Sprinklr Unified CXM

Salesforce

Adobe

Job description

About The Role

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 Networks 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.

Responsibilities

• 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.

Your experience

• Minimum of 8 years of experience working with Customer Service operations and Contact Center channels, leading Customer Service operations assessment/benchmarking, and in‑depth 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.
• MBA from a tier 1 or tier 2 institute.

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.

Experience

Minimum of 8 Years experience is required.

Educational Qualification

Any Full Time MBA from a Tier 1 or Tier 2 institute.