Principal Technical Success Specialist

Overview

The Principal Technical Success Specialist is a senior, customer-facing expert within Sprinklr’s Customer Organization, responsible for maximizing platform value for our most strategic accounts. This role combines deep technical acumen with the ability to audit usage, surface blockers, and drive alignment across customer and internal teams. Success Architects are value translators and solution advisors—articulating what great platform usage looks like, identifying gaps, and holding stakeholders accountable to close them. Focused on either Core (Marketing, Social, Ads, Insights) or Service (Care, Contact Center) domains, this role is critical to ensuring Sprinklr is adopted at scale, configured for resilience, and delivering measurable business outcomes.

What You'll Do

• Conduct comprehensive configuration audits—reviewing tagging frameworks, governance models, automation rules, permissions, routing, and taxonomy alignment.
• Deliver structured health check readouts and platform scorecards to customer stakeholders, paired with prioritized recommendations for improvement.
• Lead platform re-architecture efforts where needed to optimize scalability, usability, and performance.
• Understand integrations with adjacent systems (CRM, DAM, WFM, Telephony, Analytics, Ad Platforms, DMPs, etc.) and identify failure points, performance issues, or architectural bottlenecks that need to be addressed.
• Facilitate technical workshops to align Sprinklr capabilities with broader enterprise system design and data strategies.
• Review and tune AI capabilities—intent libraries, NLP accuracy, Smart Response suggestions, automation rules, bot flows, and classifiers—based on customer-specific use cases.
• Conduct workflow audits to identify redundant processes, manual inefficiencies, and misaligned configurations.
• Ensure KPIs are accurately tracked and reflected through clean data models, dashboards, and reporting logic.
• Serve as a go-to escalation resource for chronic or high-impact technical issues; lead structured root cause analyses and implement prevention strategies.
• Advise on access controls, audit logging, change management processes, data segregation, and compliance adherence in partnership with Sprinklr Engineering teams.
• Act as a technical center of excellence within Success—partnering with TSMs, Product, and Engineering teams to scale architectural standards across accounts.

Required Qualifications

• 8+ years in technical consulting, solution architecture, technical account management, or platform engineering for enterprise SaaS.
• Deep experience with at least one major product domain: Core: Campaign orchestration, paid social management, content tagging, listening taxonomy, marketing analytics. Service: Contact center configuration, AI-based routing, case management, service automation, customer care analytics.
• Hands-on knowledge of enterprise integrations, REST APIs, event architecture, webhooks, and authentication protocols.
• Familiarity with AI/ML-powered systems—natural language processing, classification models, retraining, tuning workflows.
• Strong experience facilitating technical design sessions, architecture reviews, and platform readouts to senior stakeholders.
• Ability to document solution design using diagrams and architecture maps (e.g., Lucidchart, Visio, Miro).

What Sets You Apart

• Direct experience implementing or optimizing Sprinklr deployments—across Core or Service products.
• Familiarity with enterprise-grade platforms such as Salesforce (Sales/Service Cloud), Adobe Experience Cloud, NICE, Genesys, Zendesk, or HubSpot.
• Prior experience managing platform technical debt and guiding long-term architecture evolution across brands or geographies.
• Strong understanding of enterprise security, data privacy, and accessibility compliance frameworks.
• Passion for digging deep into the “how” of product configuration—and making complex systems simpler, smarter, and safer.

Why You'll Love Sprinklr:

• We're committed to creating a culture where you feel like you belong, are happier today than you were yesterday, and your contributions matter.
• We focus on our mission: We founded Sprinklr with one mission: to enable every organization on the planet to make their customers happier.
• We believe in our product: Sprinklr was built from the ground up to enable a brand’s digital transformation.
• We invest in our people: At Sprinklr, we believe every human has the potential to be amazing.
• EEO - Our philosophy: Our goal is to ensure every employee feels like they belong and are operating in a judgment-free zone.