Wednesday, October 2nd, 2019 | 5 min read
“Success is when those that know you best respect you the most.”
I don’t remember where I first heard this quote, but it really captures the way I feel about the best Solution Consultants (SCs) I’ve seen and been around at Sprinklr.
Those whom I consider great stand out to me for one very specific reason: going beyond their talents and actions, they let me into the ‘why.’ Why they approach the job a certain way, how they view the role, and ultimately what makes them tick. While human nature, personalities, and individuals are all complex, I have started to pick up on some common outcomes that all the greats arrive at in their own way. The funny thing about the great ones; however, is that they can be hard to describe. You just know them when you see them.
Below I’ve tried to capture the behaviors that are the marks of the best SCs I’ve seen at Sprinklr that I hope to emulate – and one day – maybe even surpass in skills.
World-class performers plan for the purpose, desired outcome, audience, and potential obstacles of every customer meeting. They’re commonly described as ‘making it look easy.’ They plan on 2 hours of preparation for every 1 hour in front of the customer. The best SCs are maniacal about preparation because they’re extremely competitive, want to win every interaction, and leave nothing to chance. At Sprinklr, we know we’re hitting the mark when customers and prospects tell us that we’re actively listening to them and understand their businesses. Anything less and we haven’t prepared as best we can.
The best SCs I’ve seen instinctively know that the sales team is just one of their customers. They also realize that prospects, executive leadership, product management, engineering, services, support, and marketing teams are also their customers. Great SCs are technically skilled, but also fully aware of their unique function as an intersection of multiple stakeholders, taking full advantage of serving each group. Sprinklr’s mission is “to be the world’s most loved enterprise software company, ever.” While ambitious, it starts with an orientation to focus on taking care of our customers and our teammates.
World-class SCs are articulate and always in demand from multiple prospects, customers, and internal teams. They’re commonly viewed as heroes because they continuously work on their ability to translate between business and technical audiences. The best SCs are self-directed and naturally go and provide value to multiple groups, teams, and audiences.
My favorite SC colleagues have been the ones that are diplomatic, yet brutally honest. This quality allows them to be trusted advisors to prospects, team members, leadership, and other internal functions. They understand and openly communicate their own weaknesses. They also get help and take steps to address them. Because they take that approach with themselves, they’re consistently solicited for feedback. One of the core Sprinklr values is “It’s OK. Be fearless.” We innovate and drive impact because we’re fearless. We’re not afraid because we’re not punished for mistakes. We’re not punished for mistakes as long as we’re transparent and acting from customer-first motivations.
World-class SCs are inquisitive, never stagnant/satisfied, and confident enough to take calculated risks. The best of the best are continually tweaking their content and materials, getting in front of different audiences, and pushing the boundaries of their own comfort. They will naturally innovate given their constantly changing audiences and they’re comfortable stepping outside of their skill set or job responsibilities.
The best of the best have high intelligence, a higher motor, and low ego. They want to be surrounded by the best talent across all teams so they can learn, improve, and measure themselves against the best; they’re anxious to share what’s working for them as well as learn from others. They are accountable for their commitments, willing to step into existing gaps, and eager to see their teammates succeed.
Another Sprinklr core value is “Sprinkle, don’t shout. Keep moving forward.” It’s a great encapsulation of the mentality that allows us to focus outside of ourselves, serve our customers, and celebrate their successes vs. our own.
Does this sound like you? If so and you’re interested in helping the best brands in the world delight and serve their customer, then please reach out and visit our career page! We aim to be the best team in the industry and are always looking to grow and get better.
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