Sr. Manager - West Region Professional Services

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 here: The Sprinklr Way.

Job Description
 

Overview:

Sprinklr’s Professional Services organization is seeking a Senior Manager of Professional Services for the West Region (AMER) to lead our regional delivery team. This role is pivotal in ensuring our enterprise customers across the Western U.S. and Canada achieve rapid time-to-value and long-term success with the Sprinklr platform. You will oversee a diverse portfolio of service engagements, including implementations, platform expansions, strategic consulting, and customer enablement.

As a strategic leader, you will drive operational excellence, customer satisfaction, and alignment with Sprinklr’s global services strategy. Your experience in enterprise software delivery—especially in CCaaS, CRM, or SaaS environments—will be key to your success.

Key Responsibilities:

Strategic Leadership & Delivery Oversight

• Lead the West Region Professional Services team, including project managers, consultants, and technical experts.
• Oversee the full lifecycle of service engagements—from onboarding and implementation to optimization and expansion.
• Ensure delivery excellence across all engagements, maintaining high standards of quality, timeliness, and customer satisfaction.

Portfolio & Program Management

• Manage a diverse portfolio of enterprise customer projects across the Western U.S. and Canada including implementations and managed services.
• Drive consistent project governance, risk management, and change control practices.
• Provide accurate forecasting, reporting, and insights to internal and external stakeholders.

Customer Success & Stakeholder Engagement

• Act as a trusted advisor to senior client stakeholders, aligning services with business outcomes and KPIs.
• Serve as an escalation point for critical initiatives and ensure proactive resolution of issues.
• Collaborate with Customer Success, Sales, and Product teams to drive value realization and account growth.

Operational Excellence & Innovation

• Design and implement scalable service delivery models tailored to regional needs.
• Introduce best practices, tools, and methodologies to improve efficiency and standardization.
• Lead initiatives to enhance team capabilities, knowledge sharing, and continuous improvement.

Team Leadership & Development

• Build, mentor, and inspire a high-performing regional services team.
• Foster a culture of accountability, collaboration, and innovation.
• Support career development and performance management for team members.

Desired Skills and Experience:

• 10+ years in Professional Services, Consulting, or Enterprise Software Delivery roles.
• 5+ years in leadership roles managing cross-functional services teams.
• Proven experience in SaaS/CcaaS implementations and enterprise software deployments.
• Strong understanding of SaaS platforms, cloud architecture (AWS, Azure, GCP), and CRM ecosystems.
• Exceptional communication and stakeholder management skills.
• Experience with services operations, practice development, and P&L management is a plus.
• Ability to thrive in a fast-paced, matrixed, and customer-centric environment.
• Willingness to travel up to 20% across the Western U.S. and Canada.

Why Join Us:

• Impactful Leadership: Shape the future of Sprinklr’s services delivery in a key strategic region.
• Global Reach: Collaborate with talented teams across the Americas and globally.
• Career Growth: Access to leadership development and advancement opportunities.
• Innovative Culture: Be part of a company that values creativity, agility, and customer obsession.

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 an