Principal Engagement Manager

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
 

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.   

Key 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