Lead Implementation Consultant

About Sprinklr

Sprinklr is a cutting-edge, AI-driven platform specializing in Unified Customer Experience Management (Unified-CXM), enabling brands to deliver exceptional customer interactions across all channels. By blending human insight with AI efficiency, Sprinklr empowers brands to foster trust and loyalty through personalized, smooth, and effective customer engagements. The platform serves a variety of customer-facing teams, including those in social media management, marketing, advertising, customer feedback, and omnichannel contact center operations, helping enterprises unify data, eliminate silos, and utilize real-time insights.

Sprinklr supports over 1,900 enterprises worldwide, including 60% of the Fortune 100, to ensure consistent and trusted customer experiences.

Role Overview

This position entails leading a team of high-performing implementation consultants focused on deploying Sprinklr technology tailored to client-specific needs to maximize value and adoption. The role involves overseeing strategic enablement efforts, maintaining team and individual performance metrics, and contributing to practice development and delivery standards regionally.

Key Duties

• Lead and manage a skilled team of implementation consultants and project managers, fostering their development.
• Monitor team's billable utilization, adherence to project timelines, and performance KPIs, implementing improvements as necessary.
• Define and uphold regional strategy for implementation consulting practices in cooperation with peers.
• Collaborate cross-functionally with customer delight and other teams across regions.
• Drive the production of deliverables that enhance service delivery and customer impact.
• Ensure compliance with implementation standards, addressing issues promptly.
• Provide feedback to regional service leadership from team insights.
• Work alongside PMO and engagement management to define project scopes and allocate resources.
• Maintain employee satisfaction by nurturing top performers and addressing underperformance constructively.
• Guarantee up-to-date expertise in Sprinklr products, aligned with platform development.
• Promote soft skills development to elevate implementation effectiveness.
• Lead team meetings to disseminate relevant updates and information.
• Represent services leadership in strategic customer engagements and as a primary escalation point.
• Support sales efforts by contributing delivery insights and expert recommendations.
• Advise on platform design and configuration to fulfill client goals and expectations.
• Develop and promote best practices and policies for enhancing implementation processes.

Candidate Profile

• Minimum 8 years’ experience in managing/implementing enterprise software deployments.
• Excellent communication skills with strong presentation capabilities.
• Fluent in both Arabic and English.
• Proven leadership and team management expertise.
• Robust technical background relevant to software deployment.
• Ability to work autonomously and collaboratively across regional teams.
• Demonstrated passion and experience in social media technologies.
• Capable of managing multiple priorities under tight deadlines.
• Experience with social media platforms and social media management software is advantageous.
• Committed to client satisfaction and solving organizational challenges.
• Possesses a university degree or higher qualification.

Company Mission and Culture

Founded in 2009, Sprinklr aims to simplify complex enterprise environments by uniting fragmented teams, tools, and data to foster richer customer relationships. The company provides a unified AI-native platform across four product suites: Service, Social, Marketing, and Insights, leading the Unified-CXM category.

Sprinklr emphasizes a culture centered on customer obsession, trust, teamwork, and accountability.

Employee Benefits and Equal Opportunity

Sprinklr offers comprehensive benefits designed to support employee well-being, including voluntary healthcare coverage where applicable, paid time off, and mentoring programs to encourage growth and development.

The company is committed to fostering an inclusive workplace that values diversity and complies with all relevant equal employment laws. Reasonable accommodations are provided during recruitment as needed.

Security Notice

Sprinklr warns candidates to be cautious of recruitment scams and confirms it does not request payments or unnecessary personal information. Candidates should report suspicious contacts and cease communication immediately.