وصف الوظيفة
Role Overview
Lead Implementation Consultant at Sprinklr, a global AI-native platform for Unified Customer Experience Management. This role leads the implementation consulting team across a regional practice.
Company Overview
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. The platform combines human instinct with the speed and efficiency of AI to help 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 deliver consistent, trusted customer experiences worldwide.
Role Purpose
Lead a regional implementation consulting practice that ensures all customers meaningfully understand the value the Sprinklr Platform brings to their organization. Guide high-performing implementation consultants and project managers to deliver successful, value-oriented Sprinklr deployments that drive customer satisfaction and adoption.
Key Responsibilities
Team Leadership & Development
- Manage and direct a high-performing implementation consulting team, contributing to the development of Implementation Services consultants and project managers.
- Maintain a high level of employee satisfaction, developing star performers and implementing strategies for underperformers.
- Seek to enhance soft skills across the team as it relates to improving implementation effectiveness and impact.
- Lead team meetings and ensure appropriate awareness of Sprinklr and team news among consultants.
- Facilitate team feedback to regional services leadership.
Performance & Metrics
- Maintain own and team performance against billable utilisation and other key business metrics, such as on-time timecard submission and project assignments.
- Implement strategies to enhance performance where applicable.
Strategy & Practice Development
- Define and maintain regional implementation practice strategy, in collaboration with other regional implementation leaders.
- Lead and direct production of regional practice deliverables to grow and strengthen the team and delivery for positive impact on customers.
- Develop and recommend strategies, best practices, and policies for immediate and long-term enhancement of implementation process.
Quality & Standards
- Assure implementation delivery standards at cross-team level and take action when standards are not met.
- Ensure a high level of implementation expertise across the Sprinklr product, in line with platform development and delivery pipeline requirements.
Collaboration & Stakeholder Management
- Collaborate with other regional leaders across Sprinklr, within Customer Delight and other teams where applicable.
- Partner with PMO and Engagement Management leaders on project scope and resources.
- Participate in high-level, strategic customer meetings in support of consultants, representing Sprinklr Services leadership.
- Serve as an escalation point for implementation consultants, for both internal and external stakeholders.
Delivery & Consulting
- Provide expert-level solution recommendations for platform design and configuration so that all goals are met and client expectations regarding platform use cases and functionality are fulfilled.
- Contribute to the Sprinklr sales cycle where appropriate to contribute delivery expertise and represent Sprinklr Services.
Qualifications & Experience
- 8+ years of experience in enterprise software deployment management and/or implementation.
- University degree, or higher.
- Fluency in Arabic and English is essential.
- Demonstrate experience and a passion for the social media technology universe.
- Fluency in social media platforms and direct experience in working with or for social media management software is preferred.
Skills & Competencies
- Excellent written and verbal communication skills; highly competent and confident presenter.
- Strong people and team management skills with proficiency in team leadership.
- Strong technical background.
- Ability to work independently and as a member of a team, within region and across regions.
- Ability to work effectively under tight deadlines and juggle several assignments simultaneously.
- Passion for solving client and internal challenges, and commitment to client delight.
Additional Information
Benefits
Sprinklr offers a comprehensive suite of benefits designed to help each member of the team thrive, including voluntary healthcare coverage in countries where applicable and paid time off to recharge and spend time with loved ones. An open Mentoring Program is designed to create meaningful connections that support growth and amplify focus on purpose-driven talent development.
Equal Opportunity
Sprinklr is an equal-opportunity workplace and complies with all applicable federal, state, and local fair employment practices laws. The company is 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.