Key Responsibilities:

Create, modify, and optimize Sprinklr workflows to enhance automation, improve efficiency, and align with business processes.
Troubleshoot and resolve configuration issues, ensuring seamless functionality across Sprinklr's modules.
Provide technical support to internal users, addressing platform issues, data discrepancies, and access requests.
Ensure platform stability and performance, conducting regular health checks and making recommendations for optimization.
Collaborate with IT and business teams to align Sprinklr's capabilities with operational needs.
Aware of integrations with Salesforce and Bynder, ensuring data consistency and accurate reporting.
Stay updated on Sprinklr enhancements and product releases, recommending feature adoption to improve platform utilization.
Monitor service levels, identify patterns in incident data, and recommend proactive solutions to improve user experience and operational efficiency.
Support objective setting, strategic planning, and service improvement initiatives alongside sustain Lead.

Qualifications

Qualifications

5+ years of operations support and incident management with experience creating ITSM metric reports & service improvement plans, working with cross-functional teams in a highly matrixed environment, or relevant experience in a technological function
Minimum 3+ years of leadership and /or influencing experience
Experience in planning and executing product transition to sustain methodologies and driving standard processes across the organization
Strong knowledge and experience in agile methodologies, experience working with multiple scrum teams on simultaneous builds
Strong experience driving and iterating products and highly technically integrated environments
Bachelor's Degree.

Technical Expertise Required

Strong knowledge of Sprinklr modules (Social Listening, Advocacy, Workflow engine, Care, Listening and Reporting).
Experience in configuring workflows, automation, and platform customizations.
Ability to diagnose and resolve configuration issues across different Sprinklr modules.
Familiarity with Sprinklr's Workflow engine capabilities to assist with task-based approval
Service Now ITSM Incident Management & Reporting
Basic Scripting / Automation- PowerShell, Python, or Bash for automating repetitive tasks or alerts. Familiarity with APIs for integrations or automation.

Experience

Excellent communication skills, both verbal and written, along with the ability to influence and demonstrate confidence in communications with senior level management.
Positive and flexible attitude to enable adjusting to different needs in an ever-changing environment.
Strong leadership, organizational and interpersonal skills; comfortable managing trade-offs.
Proactively drives impact and engagement while bringing others along.
Ability to lead others without direct authority.
Experience working with ADO & ServiceNow

Sr. Manager - Customer Success Engineer