Principal Engagement Manager

Sprinklr is the definitive, AI-native platform for Unified Customer Experience Management (Unified-CXM), empowering brands to deliver extraordinary experiences at scale — across every customer touchpoint. 

By combining human instinct with the speed and efficiency of AI, Sprinklr helps brands earn trust and loyalty through personalized, seamless, and efficient customer interactions. Sprinklr’s unified platform provides powerful solutions for every customer-facing team — spanning social media management, marketing, advertising, customer feedback, and omnichannel contact center management — enabling enterprises to unify data, break down silos, and act on real-time insights. 

Today, 1,900+ enterprises and 60% of the Fortune 100 rely on Sprinklr to help them deliver consistent, trusted customer experiences worldwide. 

Sprinklr is seeking a Professional Services Engagement Manager to join the team. They will work with internal sales, services and partner teams to strategize around new 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 moderation. 

As an expert in Sprinklr’s value proposition and our services and success solutions, you will be responsible for the entire services sales support during pre-sale engagements, preparing service delivery proposals, scopes of work and project plans 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. This role will report into the Director, Engagement Management

Main Responsibilities 

• Support the Software Sales teams to scope and propose new services and success business, to grow existing accounts and secure new customers across our account portfolio from Enterprise to Global Strategic customers with a particular focus on Contact Center and CCaaS business across all verticals. 
• 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.
• Document customer requirements, both technical and organizational, during the pre-sale cycle to inform a subsequent successful deployment of Sprinklr. 
• Write 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. 
• Assist in project management and escalation-resolution for key accounts. 

Desired Skills and Experience 

• Previous experience in business development, professional services delivery or pre-sales. 
• Bachelor’s degree and/or equivalent years of experience
• 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 .
• 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.

We focus on our mission: Sprinklr was founded in 2009 to solve a big problem: growing enterprise complexity that separated brands from their customers. Our vision was clear: to unify fragmented teams, tools and data — helping large organizations build deeper, more meaningful connections with the people they serve. Today, Sprinklr has a unified, AI-native platform for four product suites: Sprinklr Service, Sprinklr Social, Sprinklr Marketing, and Sprinklr Insights. Sprinklr is here to do three things: 

• Lead a new category of enterprise software that we call Unified-CXM. 

• Empower companies to deliver next generation, unified engagement journeys that reimagine the customer experience. 

• Create a culture of customer obsession, with trust, teamwork, and accountability.

We believe in our product: Customers who value exceptional customer experiences have what they need on our single unified platform, built with an operating system approach on a single codebase. That means that everything — and everyone — can work together to service, respond, sell, and market to customers on the channels they prefer. While Unified Customer Experience Management (Unified-CXM) as a category is just getting started, we are well on our way to creating a no-compromise, unified approach to better customer experiences for the world’s leading enterprise brands. 

We invest in our people: We offer a comprehensive suite of benefits designed to help each member of our team thrive. Sprinklr believes that you should be able to get the type of care you need for your personal well-being when you need it. We offer you and your family voluntary healthcare coverage in countries where applicable. We believe it is important to take time off – it is essential for your mental and physical wellbeing. We provide Sprinklrites with paid time off to recharge and spend time with loved ones. We want to grow our talent with purpose. Our open Mentoring Program is designed to create meaningful connections that support growth and amplify our focus. 

To learn more about employee benefits by region, click here. 

To learn more about all-things-Sprinklr, visit our candidate resource hub here. 

EEO - Our philosophy: Our goal is to ensure every employee feels like they belong and are operating in a collaborative environment. We 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 complies with all applicable federal, state, and local fair employment practices laws. We are committed to equal employment opportunity regardless of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable law. 

Reasonable accommodations are available upon request during the interview process. To request an accommodation, please work directly with your recruitment coordinator or recruiter. 

JOB REQ COMPENSATION RANGE

The base salary range for this role is shown above. At Sprinklr, base pay depends on multiple individualized factors, including experience, qualifications, job-related knowledge and skills, and geographic location. Base pay is only one part of our competitive Total Rewards package: the successful candidate may also be eligible to participate in Sprinklr’s discretionary bonus plan, commission plan, and/or equity plan, depending on role.

US-based Sprinklr employees are eligible for a highly competitive benefits package as well, which demonstrates our commitment to our employees’ health, well-being, and financial protection. The US-based benefits include a 401k plan with 100% vested company contributions, flexible paid time off, holidays, generous caregiver and parental leaves, life and disability insurance, and health benefits including medical, dental, vision, and prescription drug coverage.

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.