Project Manager - Lead

Sprinklr

Sprinklr is a leading enterprise software company for all customer-facing functions. With advanced AI, Sprinklrs 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.


Job Description

Meet our Professional Services Team!

Successful value-driven Sprinklr implementations start with us. We re looking for experienced CCaaS project managers to help provide premium services to our global customer base. As a member of our team, you ll support customers through the initial stages of their Sprinklr journey and work with a team of passionate internal consultants, solutions designers, analytics experts, as well as sales and service delivery leaders to make it happen.

What Youll Do

Sprinklr is looking for a Project Manager with expertise in CCaaS (Contact Center as a Service) operations to manage enterprise-level projects for Sprinklr s largest customers. In this role, you will be both responsible for the end-to-end delivery of multi-market, global implementations across multiple customer verticals.

Responsibilities:

• Own and manage end-to-end project management of CCaaS implementation including stakeholder management, project scope, product enhancements, change control processes, and risk mitigation plans.
• The Project Manager ensures that customer business requirements and KPIs are being implemented according to defined scope, requirements and best practices and value is being delivered at every touch point.
• Partner with Sprinklr s cross-functional enablement functions and leaders to ensure alignment and transparency at every project stage.
• Drive meaningful relationships with key customer and internal stakeholders, as well as executives, ensuring all parties are providing requisite participation and accountability.
• Maintain deep Sprinklr platform knowledge to develop realistic and meaningful project plans and workstreams.
• 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 and communicated effectively.
• Lead a team striving for quality and excellence in all aspects of project delivery.
• Provide weekly project status and burn reports to the relevant project stakeholders.
• Maintain awareness of the CCaaS industry to provide subject matter expertise and guidance internally and for Sprinklr customers.
  
  

Experience:

• Fluent in English (Mandatory)
• 8-10 years Experience in CCaaS delivery/deployment, Contact Centers, or similar industry
• Experience in global (multi-geo/multi-cultural) rollouts
• Strong Project Management experience coupled with certifications such as PMP, Prince2 Agile, ACP strongly preferred
• Strong stakeholder management experience including at the executive level
• Experience managing various deployment types (centralized, decentralized, huband-spoke)
• Ability to identify and resolve issues, manage risk models, perform resource allocations and run large-scale cross-functional team meetings
• Ability to lead and motivate large teams without direct supervision, leveraging mediation and stakeholder management skills
• Strong knowledge of software development life cycles
• Strong verbal and written communication skills
  
  

Preferred Experience:

• Contact center operations
• Contact center network, ACD/IVR, dialer, workforce management, software or other solution operations or technical experience
• Technical configuration experience with CCaaS or similar SaaS solutions