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Associate Director, Implementation Services at Sprinklr
Bangalore, IN

 Who We Are

Sprinklr is 1,500 employees strong, valued at $1.8 billion, and positioned at the forefront of the customer experience management industry. At a time when consumers are connected and empowered like never before, Sprinklr is helping the world’s largest brands provide amazing experiences at every turn.

Sprinklr offers a set of powerful social capabilities that allow our clients to reach, engage, and listen to customers across 24 social channels. We empower entire organisations to work together – across marketing, advertising, research, commerce, and customer care – to manage customer experience at scale.

Sprinklr works with more than 1,000 of the most recognised brands around the world, including Nike, JPMorgan Chase, Verizon, McDonald’s, Microsoft, P&G, and more than 50% of the Fortune 50.

What Are Your Responsibilities· 

    Building strong customer relationships across Global Strategic Accounts with a passion for customer value and success
    Providing effective leadership to the Professional Services organization’s team, while fostering a culture of accountability, efficiency, professional development, high-performance, and ethical behavior
    Provide mentorship and guidance to Project Management, Engagement Management and Implementation teams in the region, serving as a senior escalation point for managing the day-to-day activities of the team· 
    Building strong internal relationships and collaborating cross-functionally to drive market readiness, sales handoffs, training actions, and services deployments
    Seeking out and analyzing customer feedback, improving quality and customer satisfaction
    Partnering with the sales team in pre-cycle to ensure alignment on expectations, properly scoping implementations projects for handoffs to the implementations team
    Acting as an escalation point in projects and provide expertise to ensure delivery quality for all Sprinklr deliverables
    Ensuring project teams are following best practices and adhering to Sprinklr processes and policies, i.e forecasting accuracy and timesheet completion
    Conducting business inspections to forecast revenue consistently and accurately
    Achieving revenue, margin and expense objectives set forth by management 
    Assisting in staffing process, resourcing and capacity mapping
    Managing and controlling projects in the region for scope, timeline, budget, risks & issues, and change control processes
    Attracting, hiring and retaining top talent, mentoring new team members and supporting the ongoing skill development of existing teammates
    Developing and executing of partner delivery strategy in the region
    Applying Sprinklr methodology, company procedures, and leading practices in all areas of work

Who You Are & What Makes You Qualified

    8-10 years of relevant experience, ideally including enterprise software services, and / or digital and social account management at a brand or agency
    At least 5-6 years of management experience at SaaS professional company
    Demonstrated experience and a passion for the Customer Experience technology universe.
    Experience in mentoring, coaching, and developing people, and want to inspire their best work
    Experience in pre-sales scoping, costing for services, setting and meeting revenue targets
    Exhibit empathy towards customers and are passionate about customer value and success
    Excellent interpersonal skills, with an ability to establish credibility, trust and support within all levels of the organization
    Solutions-oriented with an ability to convey a clear vision, with a demonstrated track record of executing against results.
    Critical thinker with an ability to influence, make sound decisions and drive alignment.
    Ability to motivate and focus resources with or without a direct reporting relationship
    Excellent listening skills to fully understand the customer requirements and pain points, with a focus on customer success
    Passion for solving client challenges and commitment to client delight
    Ability to work effectively under deadlines and juggle several assignments simultaneously, particularly in a fast-paced environment
    Flexibility in working with global internal and customer teams across time zones
    Passion for solving client challenges and commitment to client delight
    4-year college / university degree with a relevant post-graduate qualification