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 e