Technical Success Manager – Service at Sprinklr – Germany – Munich

Technical Success Manager – Service at Sprinklr – Germany – Munich

Sprinklr is a leading enterprise software company for all customer-facing functions. With advanced AI, Sprinklr’s unified customer experience management (Unified-CXM) platform helps companies deliver human experiences to every customer, every time, across any modern channel. Headquartered in New York City with employees around the world, Sprinklr works with more than 1,000 of the world’s most valuable enterprises — global brands like Microsoft, P&G, Samsung and more than 50% of the Fortune 100.

Learn more about our culture and how we make our employees happier through The Sprinklr Way.

The Technical Success Manager (TSM) – Service owns the strategic technical relationship with Sprinklr’s enterprise customers in customer service, CX, and contact center operations. You will drive the successful adoption and expansion of Sprinklr’s Care, Case Management, AI Automation, and Contact Center solutions by acting as the technical face of the partnership. You would lead transformation—not just platform rollout—by aligning Sprinklr’s technology to the customer’s support operating model, cost structure, and digital roadmap.

The TSM is also responsible for overseeing empowerment and training programs to ensure comprehensive onboarding and delivering a consistent cadence of engagement with customers through operational cadences.

What You’ll Do

Serve as a trusted advisor to Heads of Service, Contact Center Directors, and Support Transformation leads.

Map legacy operations (telephony, IVR, ticketing, WFM) into modern Sprinklr-enabled workflows using AI routing, unified agent desktop, knowledge bases, and self-service portals.

Own product adoption and provide technical consultancy across Care modules:
Case Management, Smart Responses, Bot Framework, Agent Assist, Knowledge Base, Routing Logic.

Lead workspace audits and change plans; ensure platform architecture reflects customer priorities (AHT, CSAT, first contact resolution, deflection rate, etc.).

Develop and deliver scalable enablement plans for service ops, quality, and agent teams—ensuring alignment with process maps and internal KPIs.

Promote feature adoption via playbooks, pilot programs, performance dashboards, and monthly ROI tracking.

Identify early signs of stagnation, low adoption, or implementation gaps—build risk plans and mitigation steps based on CSP telemetry.

Partner with Sales and Solutions Consultants to surface new use cases (e.g., adding messaging, voice, co-browse, or WFM integrations).

Serve as the escalation point for advanced Care/CCaaS product issues; coordinate with Support, Product, and Engineering teams on behalf of the customer.

Lead cross-functional coordination across IT, business, and third-party vendors to drive complex programs (e.g., voice rollout, CRM integrations, compliance configurations).

Deep understanding of contact center operations, metrics (AHT, SLA, occupancy, NPS), and change management practices.

Experience with at least one major service platform (e.g., Salesforce Service Cloud, NICE, Genesys, Zendesk).

Strong capability in project/program management, stakeholder engagement, and technical solutioning.

Familiarity with conversational AI platforms, IVR, NLP, and ML models in service automation contexts.

Experience in highly regulated or mission-critical environments (e.g., financial services, telecom, healthcare).

Strong understanding of integration architectures—connecting CRMs, telephony, bot platforms, and analytics stacks.

We’re committed to creating a culture where you feel like you belong, are happier today than you were yesterday, and your contributions matter. At Sprinklr, we passionately, genuinely care. For full-time employees, we provide a range of comprehensive health plans, leading well‑being programs, and financial protection for you and your family through a range of global and localized plans throughout the world.

For more information on Sprinklr Benefits around the world, head to  to browse our country‑specific benefits guides.

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