Sprinklr—Lead Managed Services Consultant

Job description

Description: Sprinklr is the definitive, AI-native platform for Unified Customer Experience Management (Unified-CXM), empowering brands to deliver extraordinary experiences at scale — across every customer touchpoint. By combining human instinct with the speed and efficiency of AI, Sprinklr helps brands earn trust and loyalty through personalized, seamless, and efficient customer interactions. Sprinklr’s unified platform provides powerful solutions for every customer-facing team — spanning social media management, marketing, advertising, customer feedback, and omnichannel contact center management — enabling enterprises to unify data, break down silos, and act on real-time insights. Today, 1,900+ enterprises and 60% of the Fortune 100 rely on Sprinklr to help them deliver consistent, trusted customer experiences worldwide. Job Description Role Summary Lead managed services delivery for enterprise SaaS customers by owning platform strategy, governance, operational excellence, and continuous improvement initiatives. Serve as a trusted advisor to customers, driving adoption, business value realization, platform optimization, and long-term success. Experience with customer community platforms such as Sprinklr Community or similar solutions is highly desirable and will be considered an advantage. What You’ll Do - Lead end-to-end managed services delivery, ensuring platform stability, governance, adoption, and alignment with customer business objectives. - Drive strategic consulting engagements, helping customers optimise digital experiences, engagement models, operational processes, and platform utilisation. - Act as the primary advisor to customer stakeholders, providing guidance on best practices, platform capabilities, governance frameworks, and roadmap planning. - Lead requirements discovery, solution design, enhancement planning, and execution of continuous improvement programmes. - Establish governance frameworks covering user administration, access management, workflows, content lifecycle management, and operational controls. - Oversee platform health checks, audits, release management activities, and optimisation reviews. - Lead investigation and resolution of complex platform, workflow, configuration, and user experience challenges. - Own reporting, analytics, adoption measurement, and recommendations to improve customer outcomes. - Provide leadership and mentorship to consultants and delivery teams supporting managed services engagements. - Partner with Customer Success, Product, Engineering, and customer leadership teams to deliver successful business outcomes. - Provide architectural guidance on integrations, APIs, authentication, SSO, enterprise connectivity, and ecosystem solutions. - Establish reusable delivery standards, governance playbooks, operational frameworks, and best practice models. - Contribute to customer digital transformation initiatives, ensuring scalable and sustainable platform adoption. What Makes You Qualified? Must Have Qualifications - 8-12 years of experience in Managed Services, SaaS Consulting, Digital Experience Platforms, Customer Engagement Solutions, or Enterprise Software implementations. - Proven experience managing enterprise SaaS platforms and customer-facing managed services engagements. - Strong consulting experience involving solution design, customer advisory services, governance reviews, and stakeholder management. - Expertise in platform governance, operational excellence, adoption strategies, user management, workflows, and business process optimisation. - Strong understanding of user experience principles, digital engagement strategies, information architecture, and customer journey optimisation. - Working knowledge of web technologies such as HTML, CSS, JavaScript, responsive design principles, and modern digital experiences. - Solid understanding of REST APIs, integrations, authentication models, SSO, webhooks, and enterprise system connectivity. - Experience facilitating workshops, executive reviews, solution discussions, and strategic planning sessions. - Excellent analytical, problem-solving, communication, and customer management skills. - Experience leading distributed delivery teams and managing multiple customer engagements simultaneously. Good to Have Skills - Experience with customer support communities, brand advocacy programs, knowledge communities, or peer-to-peer support ecosystems. - Exposure to SEO, search optimization, content strategy, and digital engagement best practices. - Understanding of CRM platforms, customer support ecosystems, and customer experience technologies. - Experience managing globally distributed communities and enterprise-scale engagement programs. - Program management and service delivery leadership experience within managed services organizations. Who You Are - A strategic consultant with strong expertise in enterprise SaaS platforms, managed services, and customer success. - Skilled at balancing business objectives, operational requirements, and technical considerations. - Comfortable engaging with executive stakeholders while collaborating effectively with technical teams. - A proactive leader who drives continuous improvement, innovation, and customer value realisation. - Experience with customer communities and digital engagement platforms is considered a strong advantage. What Success Looks Like - High customer satisfaction, adoption, and business value realisation. - Well-governed, scalable, and optimised platform operations. - Successful execution of transformation, optimisation, and continuous improvement initiatives. - Improved user adoption, engagement, and operational efficiency metrics. - Trusted advisor status with customer leadership and key stakeholders. - Consistent delivery of managed services KPIs, governance objectives, and customer success outcome We focus on our mission: Sprinklr was founded in 2009 to solve a big problem: growing enterprise complexity that separated brands from their customers. Our vision was clear: to unify fragmented teams, tools and data — helping large organizations build deeper, more meaningful connections with the people they serve. Today, Sprinklr has a unified, AI-native platform for four product suites: Sprinklr Service, Sprinklr Social, Sprinklr Marketing, and Sprinklr Insights. Sprinklr is here to do three things: - Lead a new category of enterprise software that we call Unified-CXM. - Empower companies to deliver next generation, unified engagement journeys that reimagine the customer experience. - Create a culture of customer obsession, with trust, teamwork, and accountability. We believe in our product: Customers who value exceptional customer experiences have what they need on our single unified platform, built with an operating system approach on a single codebase. That means that everything — and everyone — can work together to service, respond, sell, and market to customers on the channels they prefer. While Unified Customer Experience Management (Unified-CXM) as a category is just getting started, we are well on our way to creating a no-compromise, unified approach to better customer experiences for the world’s leading enterprise brands. We invest in our people: We offer a comprehensive suite of benefits designed to help each member of our team thrive. Sprinklr believes that you should be able to get the type of care you need for your personal well-being when you need it. We offer you and your family voluntary healthcare coverage in countries where applicable. We believe it is important to take time off – it is essential for your mental and physical wellbeing. We provide Sprinklrites with paid time off to recharge and spend time with loved ones. We want to grow our talent with purpose. Our open Mentoring Program is designed to create meaningful connections that support growth and amplify our focus. To learn more about employee benefits by region, click here. To learn more about all-things-Sprinklr, visit our candidate resource hub here. EEO - Our philosophy: Our goal is to ensure every employee feels like they belong and are operating in a collaborative environment. We 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 complies with all applicable federal, state, and local fair employment practices laws. We are committed to equal employment opportunity regardless of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable law. Reasonable accommodations are available upon request during the interview process. To request an accommodation, please work directly with your recruitment coordinator or recruiter. Warning about Recruiting Scams: Please be vigilant for recruiting scams impersonating Sprinklr. Sprinklr will never ask you for money, to pay for equipment, or for unnecessary personal information during the interview process. Sprinklr will also never pay in Bitcoin or send email communications from our executives. Please review the Federal Trade Commission's advice to avoid these types of scams. If you are contacted by someone whom you suspect may not be appropriately representing Sprinklr, please do not engage and block their email or phone number immediately.