JR: R00213925

Experience: 12-14Years

Educational Qualification: Any Degree

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Job Title - GN - SONG - Service - Sprinklr – Manager

Management Level: 7-Manager

Location: Bengaluru, BDC7A

Must-have skills: Client Counseling

Good to have skills: Ability to leverage design thinking, business process optimization, and stakeholder management skills.

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

Experience: 12-14Years

Educational Qualification: Any Degree

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com 

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.