Sr. Manager - Customer Success Engineer

Overview The Customer Success Engineer within PepsiCo’s Sustain and Operations team, part of the S&T Digital Product and Application organization, will serve as the primary liaison between product groups, end-users, internal teams, and vendors primarily for the Sprinklr platform and multiple other marketing applications. This role is critical in ensuring operational excellence, driving proactive risk management, and improving automation and issue resolution to sustain PepsiCo’s digital products. The position focuses on supporting and optimizing the Sprinklr ecosystem, including modules such as Publishing, Insights, Workflow Engine, Social Care (integrated with Salesforce), Research and Advocacy, ensuring high end-user satisfaction, minimal downtime, and strong alignment with business objectives. Given the complexities of the digital landscape and the priority placed on it by the business, this role will require a high degree of expertise navigating and triaging solutions that deliver on user needs and drive the business forward, all while driving stability and reducing unplanned downtimes and managing to Service Level Agreements. The ideal candidate will combine customer service skills and experience, focuses on supporting and optimizing the Sprinklr ecosystem, including modules such as Publishing, Insights, Workflow Engine, Social Care (integrated with Salesforce), Research and Advocacy, ensuring high end-user satisfaction, minimal downtime, and strong alignment with business objectives while supporting and improving the overall operations of the digital products. Responsibilities Key Responsibilities: Create, modify, and optimize Sprinklr workflows to enhance automation, improve efficiency, and align with business processes. Troubleshoot and resolve configuration issues, ensuring seamless functionality across Sprinklr’s modules. Provide technical support to internal users, addressing platform issues, data discrepancies, and access requests. Ensure platform stability and performance, conducting regular health checks and making recommendations for optimization. Collaborate with IT and business teams to align Sprinklr’s capabilities with operational needs. Aware of integrations with Salesforce and Bynder, ensuring data consistency and accurate reporting. Stay updated on Sprinklr enhancements and product releases, recommending feature adoption to improve platform utilization. Monitor service levels, identify patterns in incident data, and recommend proactive solutions to improve user experience and operational efficiency. Support objective setting, strategic planning, and service improvement initiatives alongside sustain Lead. Qualifications Qualifications 5+ years of operations support and incident management with experience creating ITSM metric reports & service improvement plans, working with cross-functional teams in a highly matrixed environment, or relevant experience in a technological function Minimum 3+ years of leadership and /or influencing experience Experience in planning and executing product transition to sustain methodologies and driving standard processes across the organization Strong knowledge and experience in agile methodologies, experience working with multiple scrum teams on simultaneous builds Strong experience driving and iterating products and highly technically integrated environments Bachelor’s Degree. Technical Expertise Required: Strong knowledge of Sprinklr modules (Social Listening, Advocacy, Workflow engine, Care, Listening and Reporting). Experience in configuring workflows, automation, and platform customizations. Ability to diagnose and resolve configuration issues across different Sprinklr modules. Familiarity with Sprinklr’s Workflow engine capabilities to assist with task-based approval Service Now ITSM Incident Management & Reporting Basic Scripting / Automation- PowerShell, Python, or Bash for automating repetitive tasks or alerts. Familiarity with APIs for integrations or automation. Experience: Excellent communication skills, both verbal and written, along with the ability to influence and demonstrate confidence in communications with senior level management. Positive and flexible attitude to enable adjusting to different needs in an ever-changing environment. Strong leadership, organizational and interpersonal skills; comfortable managing trade-offs. Proactively drives impact and engagement while bringing others along. Ability to lead others without direct authority. Experience working with ADO & ServiceNow


Key Responsibilities: Create, modify, and optimize Sprinklr workflows to enhance automation, improve efficiency, and align with business processes. Troubleshoot and resolve configuration issues, ensuring seamless functionality across Sprinklr’s modules. Provide technical support to internal users, addressing platform issues, data discrepancies, and access requests. Ensure platform stability and performance, conducting regular health checks and making recommendations for optimization. Collaborate with IT and business teams to align Sprinklr’s capabilities with operational needs. Aware of integrations with Salesforce and Bynder, ensuring data consistency and accurate reporting. Stay updated on Sprinklr enhancements and product releases, recommending feature adoption to improve platform utilization. Monitor service levels, identify patterns in incident data, and recommend proactive solutions to improve user experience and operational efficiency. Support objective setting, strategic planning, and service improvement initiatives alongside sustain Lead.


Qualifications 5+ years of operations support and incident management with experience creating ITSM metric reports & service improvement plans, working with cross-functional teams in a highly matrixed environment, or relevant experience in a technological function Minimum 3+ years of leadership and /or influencing experience Experience in planning and executing product transition to sustain methodologies and driving standard processes across the organization Strong knowledge and experience in agile methodologies, experience working with multiple scrum teams on simultaneous builds Strong experience driving and iterating products and highly technically integrated environments Bachelor’s Degree. Technical Expertise Required: Strong knowledge of Sprinklr modules (Social Listening, Advocacy, Workflow engine, Care, Listening and Reporting). Experience in configuring workflows, automation, and platform customizations. Ability to diagnose and resolve configuration issues across different Sprinklr modules. Familiarity with Sprinklr’s Workflow engine capabilities to assist with task-based approval Service Now ITSM Incident Management & Reporting Basic Scripting / Automation- PowerShell, Python, or Bash for automating repetitive tasks or alerts. Familiarity with APIs for integrations or automation. Experience: Excellent communication skills, both verbal and written, along with the ability to influence and demonstrate confidence in communications with senior level management. Positive and flexible attitude to enable adjusting to different needs in an ever-changing environment. Strong leadership, organizational and interpersonal skills; comfortable managing trade-offs. Proactively drives impact and engagement while bringing others along. Ability to lead others without direct authority. Experience working with ADO & ServiceNow