Lead Managed Services Consultant at Sprinklr in Haryana

Job description

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 Role Summary Lead managed services delivery for enterprise SaaS customers by owning platform strategy, governance, operational excellence, and continuous improvement initiatives. Serve as a trusted advisor to customers, driving adoption, business value realization, platform optimization, and long-term success. Experience with customer community platforms such as Sprinklr Community or similar solutions is highly desirable and will be considered an advantage. What You’ll Do Lead end-to-end managed services delivery, ensuring platform stability, governance, adoption, and alignment with customer business objectives. Drive strategic consulting engagements, helping customers optimise digital experiences, engagement models, operational processes, and platform utilisation. Act as the primary advisor to customer stakeholders, providing guidance on best practices, platform capabilities, governance frameworks, and roadmap planning. Lead requirements discovery, solution design, enhancement planning, and execution of continuous improvement programmes. Establish governance frameworks covering user administration, access management, workflows, content lifecycle management, and operational controls. Oversee platform health checks, audits, release management activities, and optimisation reviews. Lead investigation and resolution of complex platform, workflow, configuration, and user experience challenges. Own reporting, analytics, adoption measurement, and recommendations to improve customer outcomes. Provide leadership and mentorship to consultants and delivery teams supporting managed services engagements. Partner with Customer Success, Product, Engineering, and customer leadership teams to deliver successful business outcomes. Provide architectural guidance on integrations, APIs, authentication, SSO, enterprise connectivity, and ecosystem solutions. Establish reusable delivery standards, governance playbooks, operational frameworks, and best practice models. Contribute to customer digital transformation initiatives, ensuring scalable and sustainable platform adoption. What Makes You Qualified? Must Have Qualifications 8-12 years of experience in Managed Services, SaaS Consulting, Digital Experience Platforms, Customer Engagement Solutions, or Enterprise Software implementations. Proven experience managing enterprise SaaS platforms and customer-facing managed services engagements. Strong consulting experience involving solution design, customer advisory services, governance reviews, and stakeholder management. Expertise in platform governance, operational excellence, adoption strategies, user management, workflows, and business process optimisation. Strong understanding of user experience principles, digital engagement strategies, information architecture, and customer journey optimisation. Working knowledge of web technologies such as HTML, CSS, JavaScript, responsive design principles, and modern digital experiences. Solid understanding of REST APIs, integrations, authentication models, SSO, webhooks, and enterprise system connectivity. Experience facilitating workshops, executive reviews, solution discussions, and st