Senior Client Account Manager - CX & Contact Center Specialist
Sprinklr · Dammam
وصف الوظيفة
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.
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Sprinklr
Dammam
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