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 highly experienced and well-trained management professional who will work cross-functionally with Sales, Solutions Consulting, Success & Services organisations and lead a team of Engagement Managers across the Growth Markets region. This role will ensure that the team is supported with necessary tools and trainings to work alongside our sales organisation and help them scope and sell services offerings to support the growth of the company and retention of our customers. The role is accountable for accurate scoping and attachment of services to software deals, measured by attach rate, discount rate, in-hours project delivery and, ultimately, customer satisfaction and retention.

• Manage a team of 6-9 Engagement Managers:

• Accountable for the successful scoping of every deal across Growth Markets.
• Ensure Engagement Management team is following best practices and adhering to Sprinklr processes and policies (e.g. pipeline management, services estimation and profitability management, Statement of Work completion accuracy, etc.).
• Recommend packages or solutions that meet a client's needs and desired services support for new project rollouts.
• Provide input on and/or lead strategic deal cycles from a services perspective, to oversee successful delivery.
• Take ownership of your team's performance and personal development.
• Provide help to management, including process building, hiring and training.
• Mentor and on-board new hires.
• Maintain Engagement Manager accountability for their business.

• Manage the Engagement Management business:

• Act as an escalation point in deal cycles and provide expertise to ensure delivery quality for all Sprinklr deliverables.
• Conduct business inspections to forecast new services opportunities consistently and accurately.
• Develop services strategy for the theatre along with services sales plan.
• Maintain reporting on key performance metrics for the team, including attach rate, discount rate, bid margins, and report into senior leadership.
• Manage deal allocations for all Engagement Managers.
• Perform accurate analysis and effective diagnosis of services proposals, to ensure accuracy of scoped recommendations.

• Represent Sprinklr in customer meetings and lead other internal meetings.
• Develop relationships with key customer stakeholders where necessary to facilitate partnership with Sprinklr.
• Develop and upskill the Sprinklr partner network in relation to services scoping and facilitate definition of co-delivery partnerships where appropriate.
• Be a liaison for professional services when interacting with other Sprinklr teams.
• Manage and set expectations of other departments on services offerings.
• Conduct Strategy Workshops leveraging the Sprinklr Adoption framework to define a clear operating model with COE, account maturity and implementation scope.
• Work with solution consultants and platform architects to develop the solution design plan documents to present to EB as well as key customer stakeholders for solution validation and alignment.
• Serve as a trusted advisor to the customer by understanding their existing and future digital transformation roadmap and driving the right mix of Sprinklr services to meet their needs.
• Execute a structured services sales process including qualifying prospects, scoping services, crafting statements of work (SOWs) and leading executive/CxO discussions and positioning meetings to close services opportunities.

• 5+ years' experience of managing a high performing Engagement Management team;
• 8+ years' relevant consulting or industry experience in software implementation, digital, ecommerce or user experience;
• Experience implementing enterprise business systems, CCaaS or CPaaS solutions and/or SaaS platforms.
• Collaborate with sales account teams, customer operations team members and ecosystem partners to develop implementation strategies to deliver customer outcomes.
• Develop a services strategy in an allocated territory with a target prospect list and a regional services sales plan.
• Lead implementation planning - Engage in early phases of sales cycle to determine implementation requirements and readiness.
• Strong verbal and written communication skills, including presentation skills;

• Ability to travel up to 30% on an annual basis;
• Additional language capabilities (e.g. Arabic) are considered a bonus.