Lead Implementation Consultant

Job Description

This role sits in our Professional Services organization. The Implementation Team is a post-sales team responsible for ensuring that Sprinklr customers are onboarded onto the Sprinklr software platform both efficiently and effectively so they can realize value from their investment. It is a project-based role with emphasis on CCaaS, taking customers through the four phases of implementation (plan, build, educate, empower). You'll work with customers new to Sprinklr as well as existing customers who are upgrading their platform version or introducing new capabilities.

To be successful in this role you should have strong business change management consulting experience, enjoy being customer-facing, be very technically confident and have a background in front end software configuration and/or system administration.

What you'll Do:

• Work as part of a cross-functional team (Implementation Consultants, Technical Consultants, Project Managers, Product Engineers, Solutions Consultants, Customer Success) to deploy the Sprinklr platform.
• Lead the full lifecycle of a Sprinklr software delivery project including business analysis, functional specification, system design, platform configuration, testing, training, and post Go Live support
• Align with Project Managers across multiple simultaneous projects to effectively communicate with relevant stakeholders and meet project delivery timelines
• Connect with Product Owners and/or Developer Engineers to troubleshoot complex platform use cases
• Transition completed projects to a Customer Success Manager, documenting and communicating all key project information and future possibilities
• Assist the Services Managers with project definition and scoping for prospective customers
• Travel on-site with the client regularly

Who You Are & What Makes You Qualified:

Must have:

• Fluent in English, written and verbal mandatory.
• Solid experience in enterprise CCaaS software deployment management and/or implementation
• Technical background with frontend configuration experience
• Experience facilitating and presenting live workshops and/or platform training
• Ability to work both independently and as a member of a team
• Ability to work effectively under tight deadlines and juggle several assignments simultaneously
• Passion for solving challenges and a commitment to customer delight
• Knowledge of and passion for Customer Experience Management (CXM) and CCaaS
• Knowledge of social media platforms, especially Twitter, Facebook, YouTube and Instagram
• Willingness to travel for key meetings

Nice to have:

• Experience implementing or system administrating Care, Research, Sales, Marketing and/or Advertising related SaaS platforms
• Experience using the Sprinklr platform (or one of our CXM competitors)