Sr Managed Services Consultant

📋 Description

• • Own the end-to-end success of a portfolio of enterprise customers across Latin America, acting as their single point of accountability for retention, expansion and strategic adoption of Sprinklr’s Unified-CXM platform.
• • Translate complex business challenges into measurable social, digital-care and customer-experience use-cases, then configure and optimize the platform to deliver quantifiable ROI—whether that is cost-to-serve reduction, CSAT uplift, or incremental revenue.
• • Build and maintain multi-threaded relationships inside each account: from C-suite sponsors and brand directors to agency partners and system administrators—earning trusted-advisor status that drives renewals and multi-year growth.
• • Run quarterly business reviews that combine consumption analytics, competitive benchmarking and industry insights to present a clear roadmap for the next 90 days, next 12 months and beyond.
• • Architect scalable campaign workflows, listening dashboards, care queues and AI models that map to each customer’s unique org structure, governance model and channel mix (Facebook, Instagram, TikTok, WhatsApp, Twitter, LinkedIn, YouTube, Pinterest, Snapchat).
• • Detect under-utilized licenses or dormant modules and craft data-backed upsell motions that convert whitespace into new ARR while solving real business pain.
• • Provide white-glove onboarding for new business units or newly acquired brands, ensuring they reach “power-user” status within 60 days through tailored enablement plans, office-hours and certification paths.
• • Partner with Product Management and Engineering to surface feature gaps, prioritize the roadmap and beta-test new capabilities that give your accounts a first-mover advantage.
• • Lead change-management workshops that move customers from legacy tools or siloed processes to Sprinklr’s unified architecture—delivering training, governance playbooks and center-of-excellence blueprints.
• • Monitor platform health 24/7, proactively flag anomalies, and orchestrate rapid resolution with Support, Solutions Consulting and Customer Success Engineering to maintain >99% uptime perception.
• • Capture customer success stories, ROI metrics and reference quotes that feed Marketing campaigns, analyst reports and sales collateral—turning your happiest clients into global advocates.
• • Mentor junior consultants and share best practices across the Managed Services guild, raising the bar on quality, speed and innovation for the entire LATAM region.
• • Stay fluent in native channel APIs, algorithm changes and paid-media innovations so you can brief clients ahead of the market and future-proof their social strategies.
• • Maintain meticulous time-tracking and project documentation for billing accuracy, scope governance and knowledge continuity.
• • Operate autonomously in a remote-first environment while collaborating seamlessly with colleagues in North America, EMEA and APAC to deliver “follow-the-sun” service excellence.