Manager - LATAM Project Management Office

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

Job Title: Manager, LATAM Project Management Office (PMO)

Overview:

Our Professional Services organization is seeking a Manager of our LATAM Project Management Office (PMO) to join our Americas Services Team. This team plays a pivotal role in ensuring that Sprinklr customers experience a seamless onboarding process onto our software platform, enabling them to realize the full potential of their investment. As a Manager, your team will lead the projects across all phases of implementation, from planning and building to educating and empowering our clients. Your experience deploying CCaaS solutions will be especially valuable as you lead both technical and non-technical resources in the region. Whether working with new Sprinklr customers or assisting existing clients in platform upgrades and expansions, you will be a key contributor to our customers' success.

Key Responsibilities:

• Portfolio Management: Oversee the entire LATAM implementation portfolio, managing project scope, change control, risks, and mitigation plans.
• Collaboration: Partner with consulting teams, leaders, and regional teams to drive coordinated delivery.
• Strategic Leadership: Lead key strategic customer programs, ensuring they are on schedule and within budget.
• Stakeholder Engagement: Develop and maintain strong relationships with key client and internal stakeholders, ensuring their active participation and satisfaction.
• Sprinklr Platform Expertise: Gain in-depth knowledge of Sprinklr platform components to create realistic project plans and solutions.
• Reporting: Provide accurate reporting and forecasting of the portfolio to all stakeholders.
• Risk Management: Effectively manage project/program risks, issues, and change requests.
• Client Service: Drive successful, measurable outcomes for all clients in your portfolio.
• Team Excellence: Set a high standard for the team, striving for quality and excellence in delivery.
• Status Updates: Provide weekly project status and burn reports to relevant stakeholders.
• Industry Awareness: Stay informed about industry trends to shape client solutions.
• Global Strategy: Align services delivery strategies with Sprinklr's global goals and objectives.
• Outcome-Driven: Understand business outcomes and KPIs for CCaaS customers, driving successful results.
• Service Delivery Models: Design and execute proactive service delivery models to enhance client value.
• Best Practices: Introduce industry best practices and service delivery transformations.
• Standardization: Plan and execute service offerings that drive faster delivery and standardization.
• Matrix Setup: Influence global delivery ownership and success factors positively.
• Customer Alignment: Align customer goals with Sprinklr's people, processes, and technology.
• Internal Advocacy: Represent service delivery transformations internally and influence adoption.
• Escalation Point: Act as an escalation point for key initiatives and projects.
• Leadership Collaboration: Work closely with senior leadership to enable Global Services success.
• Sales Partnership: Collaborate with the Sales team to foster new opportunities and contribute to growth.

Desired Skills and Experience:

• PMO Experience: 5+ years in PMO roles, preferably in CCaaS/UCaaS environments.
• Leadership: 3+ years leading a Services team and overseeing complex enterprise implementations.
• Market Understanding: Proven track record in understanding CCaaS market complexities and resolving escalations.
• Languages: Proficiency in Spanish, English, and Portuguese preferred.
• Enterprise Software: Experience in customer support or deployment roles within enterprise software companies, particularly with CRM systems, service clouds, CDPs, commerce, or marketing automation tools.
• Operational Improvement: Experience in services operations and practice improvement.
• Technical Proficiency: Familiarity with SaaS and cloud architecture technologies like AWS, Azure, and Google.
• CCaaS implementation experience is a MUST
• Communication Skills: Excellent written and verbal communication skills, with the ability to present effectively to customers, executives, and team members.
• Leadership and Drive: Demonstrated leadership and drive in achieving customer success and team goals.
• Social Media Technology: Experience with social media technology is a plus.
• Positive Attitude: Thrive in a fast-paced environment and excel at overcoming challenges.
• Travel: Willingness to travel up to 20%.

Why Join Us:

Impactful Work: Play a crucial role in customer success and drive significant business outcomes.
Innovative Environment: Be part of a forward-thinking team that values continuous improvement and innovation.
Career Growth: Opportunities for professional development and career advancement within a global company.
Collaborative Culture: Work with talented and passionate professionals in a supportive and inclusive environment.

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.