About the job
We are 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 Ñ 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.
Role Overview:
The Technical Account Manager is a designated client resource responsible for providing technical Account planning, program management and oversight for key client initiatives and projects requiring integration, product development, and/or customization to achieve Positive Business Outcomes (PBOs). The TAM first ensures that these initiatives and projects align closely with the client’s strategic priorities and Sprinklr’s product capabilities. Secondly, these initiatives and projects are completed on time and within specifications with extremely high-quality deliverables.
Responsibilities
Technical advisor and represent the Ôvoice of the customer within Sprinklr to inform and influence engineering, build a bridge between client and product, and help accelerate customer deployment and ongoing business outcomes.
Manages and appropriately escalates: delivery impediments, risks, issues, and changes associated with Sprinklr product development initiatives
Ability to lead and motivate cross-functional teams and interact with all levels
Analysis, planning, development of requirements documents, building functional models, procedures, functional architectures, and other related management and technical duties.
Assign and monitor the work of Sprinklr client-assigned technical personnel, ensuring that project steps are in alignment with business objectives
Defines project scope, deliverables, roles and responsibilities in collaboration with client stakeholders and business partners
Designs and implements processes to monitor and control resources, risks and value to Business Objectives.
Establishes, plans, and executes significant milestone reviews and decision gates with client stakeholders to complete the project life cycle.
Ensures all the required Sprinklr deliverables are produced and reviewed, including the technical leadership of requirements management, design, implementation, system integration, verification, test, quality assurance, delivery, operations, and sustainment of the technical solution
Excellent verbal and written communication skills and the ability to interact professionally with a diverse group of product managers and subject matter experts
Identifies, clarifies and communicates project vision, goals and objectives and how these support client strategic objectives
Qualifications
5-7+ years of Technical Account Manager experience with gradually increasing responsibilities and a demonstrated understanding of Project Management processes, artefacts and tools
Knowledge of REST/JSON API to facilitate System Integrations
Knowledge of the following software languages: JavaScript, Java, Ruby, Python
Knowledge of Common Enterprise Software Platforms: SFDC, Dynamics, Adobe, Oracle, SAP, ServiceNow, etc.
High-level knowledge of relational databases and NoSQL
Complete understanding of software development lifecycle best practices
Ability to independently manage the operational aspects of ongoing projects and serves as a liaison between client stakeholders and Sprinklr product managers
An ability to drive to big-picture goals and milestones while valuing and maintaining strong attention to detail
An ability to quickly identify and drive to the optimal solution when presented with a series of constraints
Excellent judgment, analytical thinking, and problem-solving skills
Experience in business process mapping or operational redesign/improvement
Knowledge of both theoretical and practical aspects of project management
Self-motivated individual that possesses excellent time management and organizational skills
Strong cross-functional collaboration skills, relationship-building skills and ability to achieve results without direct reporting relationships
Strong oral and written communication skills in English and Arabic
Strong sense of personal responsibility and accountability for delivering high-quality work.
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