Sprinklr, the unicorn startup best known for helping customers interpret social signals has been moving into the broader customer experience market in the last year. Today it announced is was hiring a heavy hitter as Chief Operating Officer, bringing in former federal CIO and Salesforce executive Vivek Kundra. He began working at his new position just this week.
Kundra says that he sees a company that is in a good position and poised for growth. It will be part of his job to work with CEO Ragy Thomas to make sure that happens. “When I look at the 1200 customers we have today, I see a massive opportunity to provide technology to change the way [our users] interact with customers,” Kundra told TechCrunch.
He says that, with his background, whether working under President Obama or with Salesforce CEO Marc Benioff, the focus has always been on the customer, however you defined that, whether in the context of delivering government services or selling cloud software.
He said that to achieve that you have to be ruthlessly focused on execution. “Ideas are cheap, but how do you bring them to life in a way that inspires and motivates? I think that’s really important,” he said.
It’s worth noting that Kundra is not the first COO, however. The company hired Tim Page, who was a founder and COO at VCE before joining Sprinklr in 2016. That was apparently not a good fit.
Thomas says that landing Kundra was part of an extensive 9-month executive search where they looked at people who had worked at SaaS companies that had scaled over a billion dollars in revenue, concentrating on Salesforce, Workday and ServiceNow. “If you look at people in the driver’s seat at those companies, there is a finite number of people. Salesforce is a great company and a great partner. That experience is relevant and unique,” Thomas said.
Kundra pointed out that as part of his responsibilities at Salesforce he built a business unit from scratch that included driving adoption for the company’s Government Cloud and other verticals. “Now I have ability to draw on those experiences,” he said.
Firming up the COO position, much like the CFO, is crucial ahead of going public. With the company valued at $1.8 billion in 2016, they would seem to be of sufficient size to make that move, but Thomas wasn’t ready to commit to anything definitive (much as you would expect).
Instead, he talked of building a strong foundation as preparation to become a public company at some point. “It’s a question of when, not if [we go public], but for a company of our size and scale, it’s logical for us to go public. We aren’t talking about when and how, and we are trying to pour a strong foundation [before we do]” he said. Bringing in Kundra appears to be part of that.