GN - SONG - Service - Sprinklr – Manager at Accenture

Bengaluru, Karnataka, India

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Consulting, Customer ExperienceIndustries

Requirements

12-14 years of experience
Any Degree
Must-have: Client Counseling
Good to have: Ability to leverage design thinking, business process optimization, and stakeholder management skills
Experience working with Customer Service Operations, including Contact Center channels, leading assessments/benchmarking, identifying gaps, and deriving business cases for improvements
Experience implementing Omnichannel self-service/IVR and Omni-Channel Orchestration Routing, with Sprinklr Unified CXM
In-depth knowledge of Customer Service Operations across industries, with functional and hands-on experience in Voice and Non-Voice channels (SMS, Email, Chat etc.)
Knowledge of solution designs including integrations between Sprinklr and 3rd party CRM solutions like Salesforce and Adobe
Experience with Cloud contact center technologies (IP Telephony, Intelligent Routing, Workflow Automation, Self Service, Workforce Optimization, Outbound Engagement, Social Media Engagement, Digital (DX), Unified communications (UC), and Analytics)
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 applications solutioning using Sprinklr Service solutions
Experience leveraging Sprinklr product solutions to automate customer service processes (Interaction Service enhancement, Agent experience, Reporting etc.)
Relevant experience in the required domain

Responsibilities

Provide strategic advisory services, conduct market research, and develop data-driven recommendations to enhance business performance
Work closely with clients as consulting professionals to design, build, and implement initiatives that enhance business performance
Understand market and customer challenges; create business cases and strategic transformation roadmaps based on market trends
Promote and provide Sprinklr Unified CXM solutions to customers; collaborate with the Sprinklr Ecosystem (product demonstrations, partner training assistance, pricing strategies, documentation, client engagement)
Drive Partner support activities with a focus on nurturing deeper, more strategic relationships with key parties
Develop requirements based on leadership input; handle 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
Contribute to client RFPs by crafting and delivering engaging presentations, facilitating technical workshops, assisting in RFPs, and executing Proofs of Concept (POC) to showcase Sprinklr solutions
Proactively identify customer needs through technical benefits assessments; build business value of solutions to overcome objections
Drive strategic initiatives, manage business transformations, and leverage industry expertise to create value-driven solutions

Skills

Sprinklr

Client Counseling

Design Thinking

Business Process Optimization

Stakeholder Management

Customer Service Operations

Contact Center

Omnichannel

CCaaS

Market Research

Accenture

Global professional services for digital transformation

About Accenture

Accenture provides a wide range of professional services, including strategy and consulting, technology, and operations, to help organizations improve their performance. Their services assist clients in navigating digital transformation, enhancing operational efficiency, and achieving sustainable growth. Accenture's offerings include cloud migration, cybersecurity, artificial intelligence, and data analytics, which are tailored to meet the needs of various industries such as financial services, healthcare, and retail. What sets Accenture apart from its competitors is its extensive industry knowledge and ability to deliver comprehensive solutions that address both immediate challenges and long-term goals. The company's aim is to support clients in reducing their environmental impact while driving innovation and growth.

Dublin, IrelandHeadquarters

1989Year Founded

$8.5MTotal Funding

IPOCompany Stage

Consulting, Enterprise Software, CybersecurityIndustries

10,001+Employees

Risks

Rapid AI advancements may outpace Accenture's current capabilities, risking competitive disadvantages.

Integration challenges from multiple acquisitions could affect Accenture's operational efficiency.

The rise of AI-driven startups may disrupt Accenture's market share in customer service solutions.

Differentiation

Accenture's acquisitions enhance its capabilities in digital twin technology for financial services.

The company is expanding its expertise in net-zero infrastructure through strategic acquisitions.

Accenture's focus on software-defined vehicles positions it as a leader in automotive innovation.

Upsides

Accenture's investment in EMTECH supports central bank modernization amid digital currency evolution.

The acquisition of Award Solutions boosts Accenture's presence in the growing 5G and IoT markets.

Accenture's strategic acquisitions align with high-growth markets like digital twins and net-zero projects.

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