Technical Account Manager - CCaaS

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. 

Must live in or near NYC as you will be required to be onsite with the client a few times a week.

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.  

The TAM will ensure the optimum mix of schedule, performance, and product supportability throughout the life cycle (design, development, testing and evaluation, and production) of each program and will analyze problem solutions and present a case for the recommended solutions with a detailed analysis of risks and return on investment (ROI). The TAM acts as a technical lead and Sprinklr subject matter expert. It is responsible for working with our client’s business functional areas to deliver technical solutions in the form of new and enhanced products and integrations.

Responsibilities

• Technical advisor and represent the ‘voice 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

• Delivers upon client-specialized key initiatives which require integration, product development, and/or customization to achieve Positive Business Outcomes (PBOs)

• 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

• Manage scope throughout the project duration. Maintains accurate program estimates, timelines, project plans, and status reports Manage and track team velocity, financials, and other KPIs with the plan and published progress reports

• Resolves conflicts by demonstrating leadership and appropriate decision-making competencies

• Responsible for complex program management tasks and developing standards and processes for scheduling, administration, and accounting

• Understands, tracks and articulates issues/risks/action items; works with responsible product managers to address the items promptly; updates the appropriate client stakeholders as needed

Qualifications

• 5-7+ years of Technical Account Manager experience with gradually increasing responsibilities and a demonstrated understanding of Project Management processes, artifacts 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

• Strong sense of personal responsibility and accountability for delivering high-quality work

Please note: We are unable to consider applicants who require visa sponsorship or work authorization support for this role. Candidates must have current and unrestricted work authorization in the country where the role is based.

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 at minimum, midpoint and maximum is shown above. It is not typical for a candidate to be hired close to or at the maximum of the salary range. At Sprinklr, base pay depends on multiple individualized factors, including experience, qualifications, job-related knowledge and skills, and geographic location. Base pay also depends on the relative experience, knowledge, and skills of our internal peers in the role. 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.