Project Manager - Professional Service, Technical Customer Support, Delivery Consultant

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
 

What You'll Do

Sprinklr is looking for a Managed Service Project Manager - Technical Customer Support professional with experience in SaaS 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.

• Candidates for this role must be located in New Jersey.

• Customer site visits will be 4-5 days a week Ridgefield Park area.

• Experience as Solution Consultant, Customer Success, etc.

• 10% travel international and domestic

Looking for candidates with experience in: Delivery Solutions, Deployment Engineer, Platform Architect, Solutions Delivery, Delivery Consultant, Implementation Project Manager, Professional Services, Solution Delivery Consultant, or Customization Solutions.

Responsibilities:

• 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, as well as executives, ensuring all parties are providing requisite participation and accountability.

• Maintain deep Sprinklr platform knowledge to develop realistic and meaningful project plans and workstreams.

• Ensure that each project is reported and forecasted accurately to all external and internal stakeholders.

• Ensure that all project/program risks, issues, and change requests are managed and communicated effectively.

• Lead a team striving for quality and excellence in all aspects of project delivery.

• Provide weekly project status and burn reports to the relevant project stakeholders.

• Maintain awareness of the industry to provide subject matter expertise and guidance internally and for Sprinklr customers.

Experience:

• Fluent in English (Mandatory)

• 6-8 years of experience in SaaS delivery/deployment, Contact Centers, or a similar industry

• Experience in global (multi-geo/multi-cultural) rollouts

• 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 skill

Preferred Experience:

• Contact center operations

• Contact center network, ACD/IVR, dialer, workforce management, software, or other solution operations or technical experience

• Technical configuration experience with SaaS solutions

Additional Requirements:

• May include interstate travel

• Very demanding and in need of IT and Contact Center Tech tenure as a must

• Candidates must provide detailed information on their CCaaS expertise for large, complex customers

• Candidates must interview with our Engineering team

Why You'll Love Sprinklr:

We're committed to creating a culture where you feel like you belong, are happier today than you were yesterday, and your contributions matter. At Sprinklr, we passionately, genuinely care. For full-time employees, we provide a range of comprehensive health plans, leading well-being programs, and financial protection for you and your family through a range of global and localized plans throughout the world.

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