Principal Engagement Manager

Sprinklr • New York, NY

1d • $121,000 - $201,000 • Hybrid

About The Position

Sprinklr is seeking a Professional Services Engagement Manager to join the AMER team. This role involves working directly with customers, as well as internal sales, services, and partner teams, to strategize around new Services business opportunities for both new and existing customers. The Engagement Manager will develop relationships with key customer stakeholders, acting as a trusted advisor for Sprinklr's services solutions, including implementation, managed services, training, and support offerings. As an expert in Sprinklr’s value proposition and its services and support solutions, the candidate will be responsible for the entire services sales process during pre-sale engagements. This includes preparing service delivery proposals, bid responses, defining statements of work, and commercial offers to ensure the successful deployment of Sprinklr and to prepare customers for long-term value realization from their adoption of Sprinklr’s technology. The candidate must possess the ability to gather customer requirements, design and propose complete solution offerings that align with customer business requirements to solve their current pain points, working alongside Sprinklr’s account teams while also managing key internal metrics regarding profitability and margin. This role will report into the Director, Engagement Management AMER.

Requirements

• Previous experience in business development, professional services delivery or services sales
• Bachelor’s degree required
• Fluency in English required, additional languages beneficial
• 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
• 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 prioritise and complete multiple tasks with little to no supervision
• 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

Nice To Haves

• Experience in contact center / customer service software industry is preferred

Responsibilities

• Partner with the Software Sales teams to scope and propose new services and support business, to grow existing accounts and secure new customers across our account portfolio with a particular focus on Contact Centre and CCaaS business across all verticals in an owned region within the Americas.
• 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 realisation.
• Develop proposals and respond to RFPs/RFIs positioning recommendations for Sprinklr deployment strategies to enable swift value realisation as well as longer term services proposals for retained and operational services.
• Lead executive services-sales presentations of Sprinklr services offerings, including at client locations, in an owned region within the Americas.
• Document customer requirements, both technical and organisational, during the pre-sale cycle to inform a subsequent successful deployment of Sprinklr.
• Create compelling commercial proposals utilising a range of Sprinklr and partner delivery resources whilst balancing profitability and margin with closing new business.
• Define 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.

Benefits

• Voluntary healthcare coverage
• Paid time off
• Mentoring Program
• 401k plan with 100% vested company contributions
• Flexible paid time off
• Holidays
• Generous caregiver and parental leaves
• Life and disability insurance
• Health benefits including medical, dental, vision, and prescription drug coverage

What This Job Offers

• Job Type: Full-time
• Career Level: Principal