Lead Technical Consultant

Sprinklr is the definitive, AI-native platform for Unified Customer Experience Management (Unified-CXM), empowering brands to deliver extraordinary experiences at scale - across every customer touchpoint.

By combining human instinct with the speed and efficiency of AI, Sprinklr helps brands earn trust and loyalty through personalized, seamless, and efficient customer interactions. Sprinklr’s unified platform provides powerful solutions for every customer-facing team - spanning social media management, marketing, advertising, customer feedback, and omnichannel contact center management - enabling enterprises to unify data, break down silos, and act on real-time insights.

Today, 1,900+ enterprises and 60% of the Fortune 100 rely on Sprinklr to help them deliver consistent, trusted customer experiences worldwide.

Job Description

Position Summary

Sprinklr is seeking a highly strategic and technically adept sr. level resource to support Dell as a dedicated enterprise customer. This role serves as a trusted advisor, consultant, and technical strategist responsible for maximizing Dell's business value from the Sprinklr platform.

The ideal candidate combines deep Sprinklr expertise, technical aptitude, analytics proficiency, and executive-level consultative skills. This individual will proactively identify opportunities, anticipate evolving customer needs, influence adoption of emerging capabilities, and help shape solutions before formal requests arise.

Unlike traditional support or delivery roles, this position is expected to drive strategic conversations, provide thought leadership, simplify complex requirements, and ensure Dell receives maximum value from its investment in Sprinklr.

This is a remote opportunity, but we need someone that sits in the CST or EST.

Primary Responsibilities

Strategic Customer Advisor

• Serve as the dedicated trusted advisor for Dell stakeholders.

• Build strong relationships across business, operations, analytics, and technical teams.

• Conduct regular consultation sessions to understand evolving priorities and strategic initiatives.

• Translate business objectives into scalable platform solutions and measurable outcomes.

• Advocate for customer success while balancing platform capabilities and best practices.

Sprinklr Platform Subject Matter Expert

• Maintain deep expertise across Sprinklr products, integrations, APIs, reporting, listening, AI, and workflow capabilities.

• Provide confident and credible guidance to customer stakeholders.

• Serve as the first point of technical validation before engaging Product or Engineering teams.

• Research existing capabilities, API documentation, product limitations, and configuration options before escalating enhancement requests.

• Clearly articulate customer requirements into actionable business and technical use cases.

Reporting, Analytics & Insights Consulting

• Design reporting solutions based on business outcomes rather than requested deliverables.

• Help customers define measurement frameworks, KPIs, dashboards, and operational reporting strategies.

• Develop scalable approaches for:

• • Sentiment Analysis

• • Influencer Monitoring

• • Executive Reporting

• • Paid Media Performance

• • Customer Engagement Analytics

• • Cross-Channel Insights

• Drive adoption of efficient reporting practices and automation opportunities.

Proactive Innovation & Market Expertise

• Monitor industry trends, competitor platforms, AI innovations, and digital engagement technologies.

• Anticipate future customer needs and proactively recommend solutions.

• Evaluate new market capabilities and determine relevance to Dell's business objectives.

• Partner with Product teams to communicate strategic customer perspectives and emerging trends.

Platform Optimization & Operational Excellence

• Proactively identify performance, configuration, workflow, and adoption opportunities.

• Develop improvement plans and present actionable recommendations to customer stakeholders.

• Analyze platform usage patterns and recommend efficiency improvements.

• Drive initiatives focused on increasing customer ROI and operational effectiveness.

Alerting, Monitoring & Intelligence Programs

Lead strategic monitoring and alerting reviews, including:

• Review current alert architecture and alert types in use.

• Identify noisy, redundant, or ineffective alerts.

• Recommend improvements to severity, threshold, and alert lifecycle configuration.

• Evaluate AI-powered alerting and summarization capabilities.

• Develop competitor intelligence and awareness monitoring programs.

• Define best practices for scalable monitoring operations.

Technical Architecture & Integrations

• Provide consultative guidance on integrations and connector strategies.

• Lead architecture reviews and solution design discussions.

• Assess platform adoption and integration effectiveness.

• Review API usage and best practices.

• Support global deployment planning and complex technical initiatives.

• Partner with Engineering and Product teams when advanced technical solutions are required.

Required Qualifications

• Bachelor's degree in Information Systems, Computer Science, Business, Analytics, Marketing, or related discipline.

• 8+ years of enterprise SaaS, consulting, customer success, managed services, or technical account management experience.

• 5+ years working directly with Sprinklr or comparable enterprise CX platforms.

• Demonstrated expertise in:

• • Social Listening

• • Reporting & Analytics

• • API Integrations

• • Workflow Automation

• • Enterprise Customer Engagement Platforms

• • Data Visualization

• • Digital Customer Experience Solutions

• Strong executive communication and presentation skills.

• Proven success influencing stakeholders across technical and business audiences.

• Ability to work independently within highly visible strategic accounts.

Preferred Qualifications

• Sprinklr certifications across multiple solution areas.

• Experience supporting Fortune 100 or Fortune 500 customers.

• Technical Account Management experience.

• Familiarity with AI-driven workflows and analytics platforms.

• Experience designing enterprise reporting frameworks.

• Knowledge of social media, influencer marketing, customer care, and listening programs.

• Experience with enterprise integrations and API ecosystems.

Success Metrics

The successful candidate will:

• Become a trusted strategic advisor to Dell leadership.

• Increase customer adoption of strategic Sprinklr capabilities.

• Reduce unnecessary Product and Engineering escalations through effective technical discovery.

• Improve reporting effectiveness and business insight generation.

• Reduce alert fatigue and improve monitoring efficiency.

• Increase platform utilization and ROI.

• Proactively identify and deliver strategic recommendations before customer requests arise.

• Strengthen executive customer satisfaction and partnership health.

We focus on our mission: Sprinklr was founded in 2009 to solve a big problem: growing enterprise complexity that separated brands from their customers. Our vision was clear: to unify fragmented teams, tools and data - helping large organizations build deeper, more meaningful connections with the people they serve. Today, Sprinklr has a unified, AI-native platform for four product suites: Sprinklr Service, Sprinklr Social, Sprinklr Marketing, and Sprinklr Insights. Sprinklr is here to do three things:

• Lead a new category of enterprise software that we call Unified-CXM.

• Empower companies to deliver next generation, unified engagement journeys that reimagine the customer experience.

• Create a culture of customer obsession, with trust, teamwork, and accountability.

We believe in our product: Customers who value exceptional customer experiences have what they need on our single unified platform, built with an operating system approach on a single codebase. That means that everything - and everyone - can work together to service, respond, sell, and market to customers on the channels they prefer. While Unified Customer Experience Management (Unified-CXM) as a category is just getting started, we are well on our way to creating a no-compromise, unified approach to better customer experiences for the world’s leading enterprise brands.

We invest in our people: We offer a comprehensive suite of benefits designed to help each member of our team thrive. Sprinklr believes that you should be able to get the type of care you need for your personal well-being when you need it. We offer you and your family voluntary healthcare coverage in countries where applicable. We believe it is important to take time off - it is essential for your mental and physical wellbeing. We provide Sprinklrites with paid time off to recharge and spend time with loved ones. We want to grow our talent with purpose. Our open Mentoring Program is designed to create meaningful connections that support growth and amplify our focus.

To learn more about employee benefits by region, click here.

To learn more about all-things-Sprinklr, visit our candidate resource hub here.

EEO - Our philosophy: Our goal is to ensure every employee feels like they belong and are operating in a collaborative environment. We 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 complies with all applicable federal, state, and local fair employment practices laws. We are committed to equal employment opportunity regardless of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable law.

Reasonable accommodations are available upon request during the interview process. To request an accommodation, please work directly with your recruitment coordinator or recruiter.

JOB REQ COMPENSATION RANGE

The base salary range for this role is shown above. At Sprinklr, base pay depends on multiple individualized factors, including experience, qualifications, job-related knowledge and skills, and geographic location. Base pay is only one part of our competitive Total Rewards package: the successful candidate may also be eligible to participate in Sprinklr’s discretionary bonus plan, commission plan, and/or equity plan, depending on role.

US-based Sprinklr employees are eligible for a highly competitive benefits package as well, which demonstrates our commitment to our employees’ health, well-being, and financial protection. The US-based benefits include a 401k plan with 100% vested company contributions, flexible paid time off, holidays, generous caregiver and parental leaves, life and disability insurance, and health benefits including medical, dental, vision, and prescription drug coverage.

Warning about Recruiting Scams: Please be vigilant for recruiting scams impersonating Sprinklr. Sprinklr will never ask you for money, to pay for equipment, or for unnecessary personal information during the interview process. Sprinklr will also never pay in Bitcoin or send email communications from our executives. Please review the Federal Trade Commission's advice to avoid these types of scams.

If you are contacted by someone whom you suspect may not be appropriately representing Sprinklr, please do not engage and block their email or phone number immediately.