Company: Contactstream CX Services Private Limited

Job Overview

The Implementation Consultant ensures that Contactstream CX Services Private Limited customers receive a seamless onboarding experience & max value by effectively deploying CX & social media management platforms based on customer use cases, industry standards & best practices.

This role acts as the primary point of contact and internal escalation partner, ensuring high-quality client service related to platform performance, configuration, enhancements, and overall operational excellence.

What Will You Do

• Configure the Sprinklr product for various brands and industries following high standards of delivery and quality
• Constant learning and collaborating with the team to develop best practices on product configuration
• Work as a team to understand product adoption by various brands and establish standard practices to improve adoption
• Expertise in business analysis, functional specification, system design, platform configuration, testing, and training while assisting in operational housekeeping. This includes:
• Provide social insights and recommendations to support clients’ business practices
• Design and configure the appropriate Sprinklr solution to meet all requirements based on best practices and client’s custom needs, adhering to primary business use cases and platform functionalities
• Perform health checks of existing customers in need of platform upgrades & suggest solutions based on best practices & client needs.
• Ensure that all client users during customer onboarding are trained and educated properly on the platform.
• Complete the execution of platform deployment in such a way as to anticipate future client needs or business requirements.
• Provide consulting advise to clients about Sprinklr platform during different phases of project implementation.

What Makes You Qualified?

• Strong analytical and problem-solving skills.
• Excellent communication skills, both written and verbal.
• A drive to dig into the details of a system or process to solve customer problems.
• Desire and ability to rapidly learn a wide variety of new technical skills.
• Self-motivated, takes initiative, assumes ownership.
• Ability to work in a highly collaborative and fast-paced environment.
• Enthusiastic, professional, with a focus on customer success.
• Excellent listening skills to fully understand the customer value requirements.
• Passion for solving client challenges and commitment to client delight.
• Strong customer handling skills and willingness to serve customer across various time zones.
• English languages business proficiency mandatory.

Technical & Experience Requirements

(Candidate should have experience in at least one of the following)

• 2+ years of experience in account management with a brand, agency, or technology company

• Hands-on experience with social media platforms (Facebook, Instagram, Twitter/X, YouTube, LinkedIn, Snapchat,TikTok, etc.)

• Experience in web technologies, CRM or SaaS platforms and digital marketing experience across social platforms.

• Strong product acumen & evangelization experience with the aptitude to learn new products.

• Analytical mind-set with attention to detail along with excellent problem-solving and critical-thinking skills.

• Advanced analytical skills with proven competency in data tools & methodologies.

• Industry specific knowledge across different verticals or lines of business preferred.

• Direct experience in working with a social media management software is preferred.

• Strong time management skills including the ability to prioritize tasks and maintain accurate time tracking for billing purposes.

What Success Looks Like

• Customer-obsessed mindset to deliver value & able to adapt and operate effectively in ambiguous or rapidly changing environments.

• Capable to work effectively under tight deadlines and juggle several assignments simultaneously.

• Capable to identify and clearly articulate issues clients are facing and capability of devising & implementing their solutions.

• Capable to interpret industry trends across different verticals & lines of businesses.