[Hiring] Program Manager @Sprinklr

Role Description

Meet our Professional Services Team! Successful value-driven Sprinklr implementations start with us. We’re looking for an experienced Program Manager to help provide premium services to our global customer base. As a member of our team, you’ll support customers through all 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.

Sprinklr is looking for a Program Manager with expertise in managing enterprise customer SaaS deployments and ongoing adoption and operations 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 CXM, Multi-Channel CCaaS, CPaaS, Cloud and On-Premise Contact Center Systems, as well as experience in managing projects and programs in the retail vertical.

Responsibilities:

• Own and manage end-to-end program management of CXM and CCaaS implementation including stakeholder management, project scope, product enhancements, change control processes, and risk mitigation plans.
• Work in tandem with providers like Ring Central, Adobe, and other CCaaS platforms.
• Work directly with prospects and customers around the full functionality of the Sprinklr product portfolio.
• Ensure that customer business requirements and KPIs are being implemented according to defined scope, requirements and best practices and value is being delivered at every touch point.
• 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.
• Manage and communicate all project/program risks, issues and change requests 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 CCaaS industry to provide subject matter expertise and guidance internally and for Sprinklr customers.
• Travel up to 10%.

Qualifications

• 8-10 years of experience in project and program delivery/deployment, Contact Centers, retail, or similar industry.
• Cloud and Contact Center automation experience.
• In-depth hands-on experience in project and program delivery for Fortune 500 Enterprises with a focus on customer care and Omni Channel CCaaS.
• Ability to articulate business outcomes and create a roadmap to achieve them.
• Experience leading global (multi-geo/multi-cultural) rollouts.
• Strong Program Management experience with certifications in PMP and Scrum strongly preferred.
• Strong stakeholder management experience including at the executive level.
• Experience managing various deployment types (centralized, decentralized, hub-and-spoke).
• Experience with both waterfall and agile project management methodologies.
• 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

• CXM and Customer care project delivery.
• Cross-functional workstream management and project delivery.
• Executive reporting and stakeholder management.
• Experience with outbound sales.

Benefits

• Comprehensive suite of benefits designed to help each member of our team thrive.
• Voluntary healthcare coverage in countries where applicable.
• Paid time off to recharge and spend time with loved ones.
• Open Mentoring Program designed to create meaningful connections that support growth.