Principal Program 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.

Job Description Meet our Professional Services Team! Successful implementation and value from the Sprinklr platform starts with us. As customers advance their strategies and invest more in social media as a business driver, we’re looking for experienced project managers to help realise those ambitions. As a member of our team, you’ll support our customers through the initial stages of their Sprinklr journey and work with a team of passionate consultants, solutions designers, analytics experts, as well as sales and service delivery leaders to make it happen.

What You’ll Do Sprinklr is looking for a Global Program Manager to manage enterprise level projects for some of our biggest clients. You will be both responsible and accountable for the end to end delivery of projects across a range of clients . Responsibilities:

• Own and manage a portfolio consisting of 5 - 7 accounts; controlling project scope, change control processes, risks/ issues and mitigation plans.
• Partner with consulting teams, leaders and other internal departments or regional teams to coordinate and drive delivery.
• Ensure that overall program is effective, whilst running individual projects according to schedule and keeping within budget.
• Develop relationships with, and ensure the appropriate participation of key client & internal stakeholders and executives.
• Develop, build, and maintain durable and trusted relationships with clients and internal stakeholders.
• Develop knowledge of the Sprinklr platform components and module-synergies - so as to be able to develop realistic and meaningful project plans and high-level solutions.
• Ensure that each project is reported and forecasted accurately to all external and internal stakeholders.
• Ensure that all project/program risks, issues and change requests are managed effectively.
• Manage client service expectations and briefs and drive successful, measurable outcomes for the client.
• Set the tone for the team and strive for quality and excellence in all aspects of delivery.
• Provide weekly project status and burn reports to the relevant project stakeholders.
• Maintain awareness of the current industry environment that shapes opportunities for client solutions.

Experience:

• Extensive experience of client management experience collaborating closely with business owners and executive level clients.
• Experienced managing projects in IT, SaaS, Social, or Software environment.
• Experienced working with multi-geo, multicultural delivery teams.
• Experienced working on large scale project management in leading multi-organisational initiatives, and driving team accountability to achieve goals.
• Ability to identify and resolve issues, manage risk, develop detailed work plans and specifications, perform resource allocations and run team meetings.
• Demonstrated ability to assume a leadership role in managing project, departmental and enterprise risks related to projects, systems and business analysis.
• Strong influencing skills and negotiation / mediation skills.
• Ability to motivate and focus people resources where there is no direct reporting relationship.
• Proven mentoring, supervisory, and team-building skills.
• Ability to resolve problems with keen instincts and organisational experience.
• Strong knowledge of software development life cycles, web technologies, web development processes.
• Strong verbal and written communication skills.
• Experience in Agile project management a plus.
• Certification of any kind for Project Management (Prince2, PMP, SCRUM etc.)
• Experience in CCAAS delivery/rollout

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