Principal Program Manager – SDR & ISR at Sprinklr in Karnataka

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 We are hiring a Principal Program Manager to run global programs for our SDR (Sales Development) and ISR (Inside Sales Rep) teams. This role drives outcomes across productivity, pipeline quality, hygiene, win rate, NAAR, retention, and expansion by building a strong operating rhythm, using data to spot issues early, and ensuring teams execute consistently. You may not have direct reporting lines, but you will lead through influence and partner closely with Sales Leadership, RevOps, Enablement, Marketing, Customer Success/Renewals, Finance, and Systems teams. Key outcomes you will drive Productivity: activity effectiveness, meetings created, pipeline generated, ramp speed Hygiene: CRM/data discipline, stage accuracy, clean handoffs and follow-ups Quality: better qualification, better account/persona targeting, higher quality pipeline Win rate: improved conversion through the funnel and better deal outcomes NAAR: focus on opportunities that drive higher revenue impact Retention: fewer churn risks through early signals and strong renewal execution Expansion: stronger upsell/cross-sell pipeline and execution in existing accounts What you will own Global programs (SDR and ISR) Design and run global programs that improve productivity, quality, hygiene, win rate, and NAAR outcomes. Set simple standards and targets by region/segment and drive weekly follow-through across time zones. Create playbooks that make execution consistent (account selection, persona targeting, messaging, qualification, and handoffs). Retention and expansion programs (ISR focus) Build programs that improve renewals, retention, and expansion outcomes (upsell and cross-sell). Create simple ways to track renewal health and identify churn risk early (low adoption, unresolved issues, sponsor change, engagement drop). Drive consistent cadences for renewal forecasting and expansion pipeline, with clear action plans and owners. Partner with Customer Success and Renewals teams to improve handoffs, coverage, and account planning. Operating rhythm and executive governance Run weekly/monthly cadences: productivity reviews, hygiene reviews, quality reviews, win rate reviews, and renewal/expansion reviews. Create clear dashboards and short weekly readouts for senior leaders: what changed, why it changed, and what actions are needed. Drive accountability by tracking actions, deadlines, and measurable outcomes. Analytics, reporting, process, and tools Build and maintain trusted reporting using Excel/Google Sheets and dashboards; SQL/BI (Tableau/Power BI) is a plus. Strengthen the basics: CRM hygiene, funnel definitions, stage discipline, attribution, and forecasting inputs. Partner with Systems/RevOps teams to improve tool adoption and workflow efficiency (e.g., Salesforce, Outreach/Salesloft, Gong, ZoomInfo). Use data to identify where the funnel breaks and drive targeted enablement with leaders (messaging, discovery, objection handling, deal coaching). Cross-functional leadership (drive without authority) Align SDR/ISR leaders, AEs, Customer Success, Renewals, Marketing, Enablement, and RevOps on shared goals and execution plans. Remove blo