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Principal Project Manager – CCaaS

1 month agoRemote

Sprinklr is a leading enterprise software company for all customer-facing functions. With advanced AI, Sprinklr's unified customer experience management (Unified-CXM) platform helps companies deliver human experiences to every customer, every time, across any modern channel. Headquartered in New York City with employees around the world, Sprinklr works with more than 1,000 of the world's most valuable enterprises - global brands like Microsoft, P&G, Samsung and more than 50% of the Fortune 100.

Learn more about our culture and how we make our employees happier through The Sprinklr Way.

Job Description

Meet our Professional Services Team!

Successful value-driven Sprinklr implementations start with us. We're looking for experienced CCaaS Program Managers to help provide premium services to our global customer base. As a member of our team, you'll support customers through the initial stages of their Sprinklr journey and work with a team of passionate internal consultants, solutions designers, analytics experts, as well as sales and service delivery leaders to make it happen.

What Are Your Responsibilities:

  • Work alongside our internal Sprinklr Success team to enrich long-term customer relationships
  • Provide global services delivery strategies aligning to Sprinklr goals and objectives
  • Develop and manage a high-performing team of Implementation Consultants
  • Collaborate with product teams to ensure customer feedback is incorporated into product development
  • Understand business outcomes, requirements, and KPIs for CCaaS customers and drive successful outcomes.
  • Design, build and execute proactive services delivery engagement models driving client value realization
  • Align to industry vertical best practices and introduce transformations in service delivery
  • Provide industry references and best practices as we drive transformational initiatives
  • Plan and execute productized service offerings driving faster delivery and standardization in quality and customer experience
  • Work in matrix setup globally and influence delivery ownership translating actions to tangible success factors impacting Sprinklr and client positively
  • Strategically align customer goals with Sprinklr's people, process & technology
  • Represent service delivery transformations in internal stakeholder forums socializing the concepts and influencing adoption
  • Act as an escalation point for stakeholders on these named initiatives and projects
  • Work closely with senior leadership across Sprinklr to enable success for Global Services
  • Work alongside our internal Sprinklr Sales team to foster new opportunities enabling Services contributions to growth and success

Desired Skills and Experience:

  • 7-10 years of services experience in particular with CCaaS, preferably with prior experience of leading services P&L
  • 5+ years of experience managing a Services team and overseeing complex enterprise implementations.
  • Proven track record of understanding CCaaS market complexities, stakeholder needs, and resolution of escalations
  • Experience in a customer support / deployment role in enterprise software company, ideally with direct experience working with CRM systems, service-clouds, CDP's, commerce or marketing automation tools
  • Familiarity with SaaS and cloud architecture technologies like AWS, Azure, Google
  • Deep understanding of both the technical aspects of platform integration as well as the business acumen to tell a story about why it matters
  • Proven track record of leadership and drive, both internally with team members and with pursuing customer success
  • Ability to present and effectively communicate to customers and team members
  • Excellent written, communication and presentation skills
  • Experience in social media technology preferred
  • You are a generally positive person who thrives working in a fast-paced environment, and know how to conquer challenges

Why you'll love Sprinklr: We're committed to creating the kind of culture where you feel like you belong, are happier today than yesterday, and your contributions matter. At Sprinklr, our goal is to treat everyone like family and passionately, genuinely care. For full-time employees, we offer flexible paid time off and paid parental leave, medical plans, dental and vision plans, life insurance, 401(k) savings plans, employee stock options, gym and wellness discounts, Plum benefits, Lifemart discounts, and paid time off to invest in learning and career development.

We focus on our mission: We founded Sprinklr with one mission: to enable every organization on the planet to make their customers happier. Our vision is to be the world's most loved enterprise software company, ever.

We believe in our product: Sprinklr was built from the ground up to enable a brand's digital transformation. Its platform provides every customer-facing team with the ability to reach, engage and listen to customers around the world. At Sprinklr, we have many of the world's largest brands as our clients, and our employees have the opportunity to work closely alongside them.

We invest in our people: At Sprinklr, we believe every human has the potential to be amazing. We empower each Sprinklrite in the journey toward achieving their personal and professional best. For wellbeing, this includes daily meditation breaks, virtual fitness, and access to Headspace. We have continuous learning opportunities available with LinkedIn Learning and more.

EEO - Our philosophy: Our goal is to ensure every employee feels like they belong and are operating in a judgement-free zone regardless of gender, race, ethnicity, age, and lifestyle preference, among others. We value and celebrate diversity and fervently believe every employee matters and should be respected and heard. We believe we are stronger when we belong because collectively, we're more innovative, creative, and successful.

Sprinklr is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. See also Sprinklr's EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodations, please let us know by filling out this form.

Job ID: Sprinklr-106763-JOB
Employment Type: Other