Project Manager

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 You'll Do 

Sprinklr is looking for a Project Manager with expertise in CXM and CCaaS operations to manage enterprise-level projects for Sprinklr’s largest customers. In this role, you will be responsible for the end-to-end delivery of multi-market, global implementations across multiple customer verticals.  

You should have a strong understanding of technology such as CRM systems, Social Media Service Clouds, Public Cloud Platforms, and CDP’s. 

Responsibilities: 

• Own and manage end-to-end project management of Sprinklr CXM platform implementation, including stakeholder management, project scope, product enhancements, change control processes, and risk mitigation plans.  
• Directly engage with prospects and customers around the full functionality of the Sprinklr platform and integrations with customer systems.  
• Ensure customer business requirements and KPIs are implemented according to defined scope, requirements, and best practices, delivering value at every touchpoint.  
• Partner with Sprinklr’s cross-functional enablement functions and leaders to ensure alignment and transparency at every project stage.  
• Drive meaningful relationships with key customer and internal stakeholders, including executives.  
• Maintain deep Sprinklr platform knowledge to develop realistic and meaningful project plans and workstreams.  
• Report and forecast each project accurately to all external and internal stakeholders.  
• Manage project/program risks, issues, and change requests effectively.  
• Lead a team focused on quality and excellence in project delivery.  
• Provide weekly project status and burn reports to relevant stakeholders.  
• Maintain awareness of the CXM and CCaaS industries to provide subject matter expertise internally and for Sprinklr customers. 
• Travel up to 10%. 

Experience: 

• 5-7 years' experience in CCaaS or similar SaaS solutions.   
• Experience articulating business outcomes and ability to create a roadmap to achieve it 
• Strong stakeholder management experience including at the executive level  
• Experience managing various deployment types (centralized, decentralized, hub-and-spoke) 
• Ability to identify and resolve issues, manage risk models, perform resource allocations and run large-scale cross-functional team meetings 
• Ability to lead and motivate large teams without direct supervision, leveraging mediation and stakeholder management skills  
• Strong knowledge of software development life cycles 
• Strong verbal and written communication skills 

Preferred Experience: 

• Experience working in some of the following areas, Contact Centre Solutions, VOIP, Instant Messaging & Presence Platforms, Collaboration (e.g., Voice, Video and Digital Collaboration, Web, etc.) 
• Contact center network, ACD/IVR, dialer, workforce management, telecommunications, software or other solution operations or technical experience 
• Technical configuration experience with CCaaS or similar SaaS solutions 
• Experience with outbound sales 
• Certifications in PMP and Scrum strongly preferred