Lead Implementation Consultant

Lead Implementation Consultant

Apply locations Italy - Milan Italy - Remote time type Full time posted on Posted 30+ Days Ago job requisition id 109589-JOB

Sprinklr is a leading enterprise software company for all customer-facing functions. With advanced AI, Sprinklr's unified customer experience management (Unified-CXM) platform helps companies deliver human experiences to every customer, every time, across any modern channel. Headquartered in New York City with employees around the world, Sprinklr works with more than 1,000 of the world’s most valuable enterprises — global brands like Microsoft, P&G, Samsung and more than 50% of the Fortune 100.

Learn more about our culture and how we make our employees happier through The Sprinklr Way.

Job Description

The Implementation Consultant ensures Sprinklr customers receive the best onboarding experience and value by effectively deploying Sprinklr software based on customer use-cases, industry and best practices. The consultant also acts as the day-to-day internal escalation point, and point of contact for clients, ensuring optimal client service as it relates to platform performance, functionality, enhancements, and configuration while supporting line management and operational excellence.

What You'll Do

Sprinklr is looking for a highly experienced and well-trained professional who will ensure that every client derives the most value possible from their Sprinklr platform implementation. This role will support clients with their ongoing platform needs through best practice recommendations and platform configuration. Consultants act as the day-to-day point of contact for clients, ensuring optimal client service as it relates to platform performance, functionality, enhancements, and configuration.

What Are Your Responsibilities

• Lead the full lifecycle of a Sprinklr project including, business analysis, functional specification, system design, platform configuration, testing, training, and defining support procedures
• Serve as an integrator between business needs and the Sprinklr solution by driving client discovery to gather all necessary requirements
• Provide social insights and recommendations to support clients’ business practices
• Design and configure the appropriate Sprinklr solution to meet all requirements and that client expectations are fulfilled regarding platform use cases and functionality
• Responsible for identification and inventory of customer process pain points and gaps in best practices
• Perform accurate analysis and effective diagnosis of client issues and manage day-to-day client relationships
• Ensure that all client users are trained and educated properly and in a timely fashion
• Establish a relationship built on trust with every client champion
• Complete the execution of the software deployment in such a way as to anticipate future client needs or business requirements that may occur
• Assist the Sales Team in supporting new business growth
• Identify, design and develop practice assets, blogs, and participate and present in industry events
• Perform varied and complex duties and tasks that need independent judgment, in order to implement Sprinklr products and technology to meet customer needs
• Apply Sprinklr methodology, company procedures, and leading practices in all areas of work

Who You Are & What Makes You Qualified

• Experience in enterprise software, digital, or social account management or implementation
• Fluency in Italian, Spanish and English essential
• Experience designing and implementing technology-enabled business solutions for clients
• Prior consulting experience or experience in larger enterprise environments
• Experience defining business and systems strategy, developing system requirements, designing and prototyping, testing, training, defining support procedures and implementing practical business solutions under multiple deadlines
• Ability to motivate and focus resources with or without a direct reporting relationship
• Demonstrate experience and a passion for the social media technology universe
• Enthusiastic, professional, with a focus on customer success
• Excellent listening skills to fully understand the customer requirements and pain points
• Passion for solving client challenges and commitment to client delight
• Strong oral and written communication skills, including presentation skills
• Ability to solve problems with keen instincts and organizational experience
• Strong knowledge of software development life cycles, web technologies, web development processes
• Ability to travel up to 30% on an annual basis

You know You're Successful if…

• Able to adapt and operate effectively in ambiguous or rapidly changing environments
• Ability to work both independently and as part of a team
• Capable to work effectively under tight deadlines and juggle several assignments simultaneously

Approach work with creativity, self-confidence, and flexibility.

Why You'll Love Sprinklr:

• We focus on our mission: We believe social technology is the future of customer-brand relations across all departments, and we seek to make each of those experiences excellent at every touchpoint.
• We invest in our people - Sprinklrites passionately, genuinely care about seeing one another succeed in making an impact on the industry.
• We believe in our product - Sprinklr is the most complete enterprise social technology in the world, and we’re not just saying that—Forrester Wave said it for us! As such, we have many of the world’s largest brands as our clients, and our employees have the opportunity to work closely alongside them.

EEO - Our philosophy:

Our goal is to ensure every employee feels like they belong and are operating in a judgment-free zone regardless of gender, race, ethnicity, age, and lifestyle preference, among others. We value and celebrate diversity and fervently believe every employee matters and should be respected and heard. We believe we are stronger when we belong because collectively, we’re more innovative, creative, and successful.

Sprinklr is proud to be an equal-opportunity workplace and is an affirmative-action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status.

Welcome

We’re excited that you’re interested in joining Sprinklr! Please check back frequently to follow up on the progress of your application and continue to update your contact information as appropriate.

About Us

Here at Sprinklr, we’re on a mission to help every organization on the planet create unified experiences that make customers happier. That customer obsession mirrors our commitment to our own people — to treating them like family, and to sharing a culture that reflects our values.