Customer Program 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 and how we make our employees happier through The Sprinklr Way.

Job Description

What You’ll Do

Develop and execute a strategic plan for customer delivery, aligning with Sprinklr's overall business objectives.

• Oversee the end-to-end delivery of R&D projects to customers, ensuring timelines, budgets, and quality standards are met.

• Champion the needs of the customer and track their utilisation and value derived from Sprinklr solutions.

• Act as a liaison between customers and the R&D team, facilitating clear

communication and understanding of project goals and expectations.

• Work with the R&D team to customize and adapt SaaS solutions to meet specific customer requirements.

• Establish and maintain program governance frameworks, including regular

status updates, risk management, and issue resolution processes

• Identify potential risks and issues in customer delivery projects, developing mitigation strategies to address them.

• Collaborate with cross-functional teams (e.g., Sales, Product, Engineering) to

ensure alignment and support for customer programs.

• Work closely with the Product Management team to provide customer feedback and insights that influence product development and enhancements.

• Collect and analyze customer feedback on delivered solutions, ensuring this feedback is communicated to the R&D team for future improvements.

• Implement changes and updates based on customer feedback to enhance

product offerings.

• Provide regular updates and detailed reports to R&D leadership and other

stakeholders on project status and outcomes.

• Continuously seek opportunities to improve delivery processes, tools, and methodologies.

What Makes You Qualified

• Bachelor’s degree in information technology, Computer Science, or a related field; master’s degree preferred.

• 10+ years of experience in program management, analytics, or related fields

within the technology sector.

• Proven track record of leading large-scale customer implementations and

managing complex projects with a focus on analytics and product management

• PMP, PMI-ACP, or other relevant project management certifications are a plus.

• Proficiency in data analytics tools and methodologies

• Strong knowledge of contact center technologies, including CRM, telephony, IVR, and omnichannel platorms.

• Strong leadership skills with experience managing and developing high-performing teams

• Excellent communication and interpersonal skills, with the ability to influence and build relationships with senior executives.

• Deep understanding of customer experience management, social media, digital transformation, and analytics.

• Experience working with BI-tools required

• Strong cross functional and analytical skills

• Agile problem solver

• Ability to manage multiple projects simultaneously with keen attention to details • Metrics focused and result-oriented with proficiency in using tools such as JIRA for creating data driven insights • Strong negotiation skills

• Experienced in building, managing and motivating cross-functional, multi-national teams

• Innovation advocate

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.
For more information on Sprinklr Benefits around the world, head to https://sprinklrbenefits.com/ to browse our country-specific benefits guides.
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, virtual fitness, and access to Headspace. 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.