Manager, Product Marketing & Technology Partnerships

Position overview: 

We are seeking a Product Marketing & Technology Partnerships Manager to support our client-facing Sprinklr service projects and contribute to our broader product and innovation initiatives. This role will serve as a bridge between clients, internal teams, and our technology partners, ensuring that ICUC continues to deliver cutting-edge solutions that drive measurable impact. 

The ideal candidate is an experienced client-facing leader with a strong understanding of social media management platforms (Sprinklr, Brandwatch, or similar), social media, and digital customer service. This individual will play a key role in managing and implementing technology-driven solutions and optimizing product adoption for both internal and external stakeholders. 

You must be prepared to work in a fast-paced, entrepreneurial environment, collaborate cross-functionally, and drive results in a fully remote, global setting. 

ICUC has been the global leader in social media solutions for over 20 years. Our team of over 250 professionals across 35 countries, fluent in over 50 languages, operates around the clock to bridge brands and audiences across digital communities. We are driven by a performance culture, fueled by passion and expertise, ensuring we continuously deliver excellence to our clients. 

Responsibilities: 

• Act as the primary client contact for Sprinklr-related service projects, ensuring alignment with client goals and business objectives.  

• Collaborate with the internal Sprinklr product support team to ensure high-quality service delivery.  

• Provide strategic recommendations on platform optimization, feature adoption, and workflow efficiencies.  

• Collaborate with Client Success on client quarterly business reviews (QBRs) to identify opportunities for expansion and innovation. 

• Stay up to date on platform updates, new features, and industry trends, ensuring ICUC remains ahead of the curve.  

• Lead internal training sessions to enable team adoption and effective use of technology solutions. 

• Assist in the development of go-to-market strategies, sales enablement materials, and product positioning of new service offerings and enhancements to existing services. 

• Identify market gaps and client pain points, assisting in shaping ICUC’s product roadmap.  

• Work cross-functionally with Sales and Client Success teams to create compelling product positioning and ensure teams are equipped with the necessary tools and training. 

• Work closely with Sales and Client Success to support client pitches, renewals, and expansion opportunities.  

• Support the Senior Director of Product in shaping ICUC’s broader technology and innovation strategies. 

KPIs 

• Client Satisfaction 

• Target: Maintain high client satisfaction through NPS surveys 

• Client Retention & Growth 

• Target: Stay within the retention target set at the start of every year 

• Product Innovation & Launches 

• Target: Contribute to the launch of 2+ new service offerings per quarter leveraging Sprinklr/Brandwatch. 

• Technology Adoption & Training 

• Target: Ensure ICUC’s internal teams are trained on Sprinklr updates within 30 days of release. 

• Time-to-Market Reduction 

• Target: Reduce new service launch timelines by 15% compared to the previous year. 

The ideal candidate will have: 

• 3+ years of experience in social media management, ideally within an agency setting and working with enterprise clients, showcasing a comprehensive understanding of the social media landscape and client management.  

• Experience in product management, product marketing, or related roles, preferably within SaaS, social media technology, or digital customer experience industries. 

• Proven understanding of Sprinklr or similar enterprise social media management platforms. 

• Experience launching and scaling new products, demonstrating a strong ability to translate market or client needs into successful offerings. 

• Experience in sales enablement and go-to-market strategies, with a keen ability to develop impactful product positioning and materials. 

• Excellent communication and presentation skills, capable of influencing stakeholders at all levels. 

Additional Requirements: 

• Willingness to undergo a Criminal Record Check as part of the pre-employment screening process. 

• The ability to utilize a desktop computer or laptop that meets minimum system requirements, ensuring efficiency in remote work environments. 

• Access to high-speed internet, with a minimum speed of 30 mb/s, to support work activities and online collaboration. 

• Adequate headset/mic and webcam, facilitating clear and effective communication in virtual meetings and presentations. 

• Fluency in English, with the ability to speak and write clearly and persuasively. Proficiency in additional languages is considered an asset, reflecting the global nature of the role.