Senior Client Account Manager - CX & Contact Center Specialist

About the Role

Join a global leader in AI-native Unified Customer Experience Management (Unified-CXM). As a Senior Client Account Manager based in Dammam, you will act as a strategic technical partner for high-value clients, driving their success within the service and contact center ecosystem.

Main Missions

• Serve as an executive sponsor for strategic accounts, conducting comprehensive Quarterly Business Reviews (QBRs).
• Align Sprinklr Care solutions (Case Management, Intelligent Responses, Bot Framework, Agent Assist) with key client KPIs such as AHT, CSAT, FCR, and deflection rates.
• Lead the digital transformation by mapping legacy processes to modern, AI-driven workflows.
• Oversee architectural audits and deliver specialized enablement programs, playbooks, and ROI dashboards.
• Manage technical escalations and influence the product roadmap based on client feedback.
• Coordinate complex deployment programs, including voice implementations, CRM integrations, and compliance requirements, in collaboration with IT and business stakeholders.

Profile Required

• Proven expertise in Customer Success, CCaaS, or CX Consulting.
• Deep understanding of Contact Center operations and technical ecosystems.
• Strong ability to manage complex programs and influence cross-functional teams (IT, Business, Vendors).
• Excellent communication skills with the ability to act as a technical advisor to executive leadership.

Required Skills

• Proficiency in Contact Center platforms (Salesforce Service Cloud, NICE, Genesys, or Zendesk).
• Advanced Program Management and technical troubleshooting.
• Strategic mindset focused on ROI and operational efficiency.
• Fluency in Arabic and English is essential.