Engagement Manager

Sprinklr is seeking a Professional Services Engagement Manager to join the AMER team. They will work with Customers directly as well as internal sales, services and partner teams to strategise around new Services business opportunities for new and existing customers as well as develop relationships with key customer stakeholders as a trusted advisor for Sprinklr services solutions, including implementation, managed services, training and support offerings. As an expert in Sprinklr’s value proposition and our services and support solutions, you will be responsible for the entire services sales process during pre-sale engagements, preparing service delivery proposals, bid responses, defining statements of work and commercial offers to ensure the successful deployment of Sprinklr, preparing our customers for long term value realisation from their adoption of Sprinklr’s technology. The candidate will possess the ability to gather customer requirements, design and propose complete solution offerings that clearly fit into customer’s business requirements to solve their current pain points, alongside Sprinklr’s account teams whilst also managing key internal metrics regarding profitability and margin. This role will report into the Director, Engagement Management AMER.

Main Responsibilities

• Partner with the Software Sales teams to scope and propose new services and support business, to grow existing accounts and secure new customers across our account portfolio with a particular focus on Contact Centre and CCaaS business across all verticals in an owned region within the Americas
• Discover the requirements for Sprinklr clients to propose complete integrated service delivery offerings that clearly fit into customer’s business requirements to solve their current pain points as well as long term operational models for multi-year adoption and value realisation
• Develop proposals and respond to RFPs/RFIs positioning recommendations for Sprinklr deployment strategies to enable swift value realisation as well as longer term services proposals for retained and operational services
• Lead executive services-sales presentations of Sprinklr services offerings, including at client locations, in an owned region within the Americas.
• Document customer requirements, both technical and organisational, during the pre-sale cycle to inform a subsequent successful deployment of Sprinklr
• Create compelling commercial proposals utilising a range of Sprinklr and partner delivery resources whilst balancing profitability and margin with closing new business.
• Define Statements of Work that include scope, effort estimates & timelines for the delivery of services that will help customers achieve stated business outcomes from their adoption of the Sprinklr platform
• Develop close plans, in collaboration with sales teams, for strategic opportunities and help drive opportunities to closure, including supporting negotiations with customer legal and procurement teams where required
• Develop relationships with colleagues in success, services, product, sales and other delivery stakeholders to ensure solutions proposed are comprehensive and have sign-off from delivery owners
• Develop relationships with key customers for growth and upside
• Update and manage pipeline and prepare revenue forecasts for Services and Success offerings

Desired Skills and Experience

• Previous experience in business development, professional services delivery or services sales
• Bachelor’s degree required
• Fluency in English required, additional languages beneficial
• Ability to work individually and as member of a team
• Decisive, quick thinking, reliable, and likes to take ownership
• Attention to detail but flexible with a can-do attitude
• Passion for solving client challenges and commitment to client delight
• Experience in contact center / customer service software industry is preferred
• Extremely strong written, verbal communication and presentation skills
• Competency working in a highly-matrixed environment
• Flexible and adaptable self-starter with strong relationship-building skills
• Takes initiative and approaches all tasks and projects proactively
• Ability to prioritise and complete multiple tasks with little to no supervision
• Requires the ability to work independently with substantial latitude for action and decision, while maintaining focus on achieving optimal outcomes for Sprinklr and for our customers