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Sprinklr Communications Specialist in Boston, Massachusetts

Sprinklr is a unified customer experience management (Unified-CXM) platform for modern enterprises with employees around the world helping valuable brands make their customers happier.

Learn more about our culture and how we make our employees happier through The Sprinklr Way. (https://www.sprinklr.com/culture-talent/)

Job Title: Success Enablement Operations Manager

Location: Remote

As Sprinklr continues to grow as a public company, our growth of the success management team will also continue -- yielding the need for best-in-class success enablement across the globe. We are searching for the next member of the Global Success Enablement team to join us from the USA. You will help with all aspects of communicating and operating the enablement of our global field of customer success managers, and their management teams. Your role will consist of several critical components across communications, operations, and aiding our delivery team to ensure the success of our global programs.

Core responsibilities include:

  • Managing all communications to the global success field (internal and external communication)

  • Operating, tracking, and reporting on the successful execution of the Sprinklr SEP (Success Engagement Process)

  • Supporting the facilitation of global onboarding to ensure ongoing program optimization and excellence

Manage Success Communications

Throughout the lifecycle of engaging with our clients, the success field needs to be equipped with critical information to communicate with their stakeholders in a timely and effective manner. These communications can include proactive messaging around an upcoming product release, or reactive messaging resulting from a number of potential situations.

The success field needs support from the global enablement team to provide simple, clear, and on-brand communications.

You will coordinate with various stakeholders in numerous teams (product, product marketing, sales, support, social partners, implementation, etc.) to help determine when a communication is necessary, then craft, revise, gain approval for, and disseminate those communication to the field:Channels updates (ie, a tweak in a social partner’s API and functionality)

  • Channels issues and outages

  • New channel beta programs

  • Release details (ie, key dates, top level themes, top value drivers)

  • Process and playbook communications (i.e., best in class templates, updates to SEP)

  • Messages to the field, trainers, and SME's (i.e., pre and post program messaging, surveys)

  • Liaison with Crisis Management Team for scripts for crisis and non-crisis issues

Manage Success Enablement Operations & Tracking

We need all of our success team to operate with rigor and consistency. Our front-line managers are a key component of inspiring, inspecting, and coaching their direct reports – and the global team needs support in the execution of our Success Engagement Process. As a core component of your role, you will be a pivotal team member who coordinates with our global trainers in success enablement and the field, to ensure:

All Success new hires complete all of their onboarding requirements (i.e., attending our training live, passing all exams, delivering all mock presentations)

  • Working with larger Operations team to build out SEP compliance mechanics (i.e., tracking customer and CSM compliance with having EBRs 2x/year)

  • Ongoing ‘badging’ of CSMs as ‘SEP Compliant’ 2x a year (i.e., create and execute an auditing program with leadership and operations to accurately and scalable ensure operational excellence)

Who You Are & What Makes You Qualified

  • You have previous experience in a communications role working with cross-functional teams including product, marketing, and legal

  • You are able to simplify complex data into compelling visuals

  • You have previous experience in, or are passionate about, enablement

  • You are a team player with strong interpersonal skills and ability to take a leadership role when necessary

  • You are detail-oriented individual with the ability to quickly assimilate and apply new concepts, business models, and technologies

  • You possess excellent oral and written communication skills

  • Able to work independently and creatively in fast paced environment

  • Fluent in written and spoken English, and you can provide samples of your writing

  • Having experience in success management is a plus, specifically how to operate a success engagement process, and how to enable CSMs around the globe

  • Having experience working with Sprinklr is a plus, whether in the field as a success team member, or as a client

  • Having experience creating and delivering corporate instructor-led, eLearning, and hybrid course curriculum is a plus

You Know You're Successful If

  • You’re able to pick up the speed of our business without getting caught up in the whirlwind

  • You’re able to consistently deliver clear, concise, well-written, action-oriented messages to the field for internal and external use

  • You’re able to cut through noise and red tape, but also balance the need for quality, well-thought-out messages

  • You are receiving strong quantitative and qualitative feedback from the field and success leadership, and able to translate the feedback into improving your communication and operations.

  • You are supporting our success enablement team’s overall objectives to create measurably effective, world-class learning experiences

  • You are able to adapt and operate effectively in ambiguous or rapidly changing environments -- independently or as a team

Why you'll love Sprinklr: We’re committed to creating the kind of culture where you feel like you belong, are happier today than yesterday, and your contributions matter. At Sprinklr, our goal is to treat everyone like family and passionately, genuinely care. For full-time employees, we offer flexible paid time off and paid parental leave, medical plans, dental and vision plans, life insurance, 401(k) savings plans, employee stock options, gym and wellness discounts, Plum benefits, Lifemart discounts, and paid time off to invest in learning and career development.

We focus on our mission: We founded Sprinklr with one mission: to enable every organization on the planet to make their customers happier. Our vision is to be the world’s most loved enterprise software company, ever.

We believe in our product: Sprinklr was built from the ground up to enable a brand’s digital transformation. Its platform provides every customer-facing team with the ability to reach, engage and listen to customers around the world. At Sprinklr, we have many of the world's largest brands as our clients, and our employees have the opportunity to work closely alongside them.

We invest in our people: At Sprinklr, we believe every human has the potential to be amazing. We empower each Sprinklrite in the journey toward achieving their personal and professional best. For wellbeing, this includes daily meditation breaks, virtual fitness, and access to Headspace. We have continuous learning opportunities available with LinkedIn Learning and more.

EEO - Our philosophy: Our goal is to ensure every employee feels like they belong and are operating in a judgement-free zone regardless of gender, race, ethnicity, age, and lifestyle preference, among others. We value and celebrate diversity and 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 is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. See also Sprinklr’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by filling out this form (https://docs.google.com/forms/d/e/1FAIpQLSfsk_f9KxtJ8W_tC5CALPNIRuuEe05-KD3aOq-7EifonNvZbQ/viewform?usp=sf_link) , and we will reach out to you. If you have additional questions, please contact accommodations@sprinklr.com.

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