Engagement Manager

Professional Services 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.

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 strategize 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 realization 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.

Main 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 realization.
• Develop proposals and respond to RFPs / RFIs positioning recommendations for Sprinklr deployment strategies to enable swift value realization 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 organizational, during the pre-sale cycle to inform a subsequent successful deployment of Sprinklr.
• Create compelling commercial proposals utilizing 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 where required.
• Develop relationships with colleagues in success, services, product, sales and other delivery stakeholders to ensure solutions proposed are comprehensive and have sign-off from delivery owners.
• Develop relationships with key customers for growth and upside.
• Update and manage pipeline and prepare revenue forecasts for Services and Success offerings.

Desired Skills and Experience

Previous experience in business development, professional services delivery or services sales. Bachelor's degree required. Fluency in English required, additional languages beneficial. Ability to work individually and as member of a team. Decisive, quick thinking, reliable, and likes to take ownership. Attention to detail but flexible with a can-do attitude. Passion for solving client challenges and commitment to client delight. Experience in contact center / customer service software industry is preferred. Extremely strong written, verbal communication and presentation skills. Competency working in a highly-matrixed environment. Flexible and adaptable self-starter with strong relationship-building skills. Takes initiative and approaches all tasks and projects proactively. Ability to prioritize and complete multiple tasks with little to no supervision. Requires the ability to work independently with substantial latitude for action and decision, while maintaining focus on achieving optimal outcomes for Sprinklr and for our customers.

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.

We focus on our mission : We founded Sprinklr with one mission : to enable every organization on the planet to make their customers happier. Our vision is to be the world's most loved enterprise software company, ever. We believe in our product : Sprinklr was built from the ground up to enable a brand's digital transformation. Its platform provides every customer-facing team with the ability to reach, engage, and listen to customers around the world. At Sprinklr, we have many of the world's largest brands as our clients, and our employees have the opportunity to work closely alongside them. We invest in our people : At Sprinklr, we believe every human has the potential to be amazing. We empower each Sprinklrite in the journey toward achieving their personal and professional best. For wellbeing, this includes daily meditation breaks and virtual fitness. We have continuous learning opportunities available with LinkedIn Learning and more.

EEO - Our philosophy : Our goal is to ensure every employee feels like they belong and are operating in a judgment-free zone regardless of gender, race, ethnicity, age, and lifestyle preference, among others. We value and celebrate diversity and fervently believe every employee matters and should be respected and heard. We believe we are stronger when we belong because collectively, we're more innovative, creative, and successful. Sprinklr is proud to be an equal-opportunity workplace and is an affirmative-action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. See also Sprinklr's EEO Policy and EEO is the Law.

Warning about Recruiting Scams : Please be vigilant for recruiting scams impersonating Sprinklr. Sprinklr will never ask you for money, to pay for equipment, or for unnecessary personal information during the interview process. Sprinklr will also never pay in Bitcoin or send email communications from our executives. Please review the Federal Trade Commission's advice to avoid these types of scams. If you are contacted by someone whom you suspect may not be appropriately representing Sprinklr, please do not engage and block their email or phone number immediately.

Compensation Range $100,000 - $133,000 - $166,000