Lead Technical Consultant

About this role

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:

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• Sentiment Analysis

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• Influencer Monitoring

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• Executive Reporting

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• Paid Media Performance

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• Customer Engagement Analytics

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• 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:

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• Social Listening

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• Reporting & Analytics

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• API Integrations

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• Workflow Automation

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• Enterprise Customer Engagement Platforms

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• Data Visualization

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• 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

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Sprinklr certifications across multiple…