Lead Implementation Consultant

About the Role

Sprinklr is a premier AI-driven platform designed for Unified Customer Experience Management, enabling brands to provide exceptional experiences at scale across numerous customer interaction points. By leveraging a blend of human insight and AI, Sprinklr empowers enterprises to foster trust and loyalty through tailored, seamless, and efficient communication. The platform spans social media management, marketing, advertising, customer feedback, and omnichannel contact center management, helping organizations unify data, dismantle silos, and act upon real-time analytics. Over 1,900 enterprises, including 60% of Fortune 100 companies, depend on Sprinklr.

This position involves leading a team of proficient implementation consultants to ensure successful, value-based deployments of the Sprinklr platform, maximizing customer satisfaction and adoption while optimizing social media software for complex global brands.

Primary Responsibilities

• Oversee and guide a high-achieving implementation consulting team, fostering the growth of Implementation Services consultants and project managers.
• Ensure both personal and team performance meet billable utilization targets and other crucial business metrics, such as timely timecard submissions and project assignments, implementing enhancements as needed.
• Develop and uphold regional implementation strategies collaboratively with other regional leaders.
• Coordinate with leaders across Sprinklr's Customer Delight and related teams to ensure cohesive service delivery.
• Lead production of regional practice outputs to strengthen team performance and positively impact customers.
• Enforce implementation delivery standards across teams and take corrective actions when standards are unmet.
• Gather and communicate team feedback to regional services leadership effectively.
• Work alongside PMO and Engagement Management leadership to align project scopes and resources.
• Maintain high employee morale, developing top performers and addressing underperformance constructively.
• Keep implementation expertise current across Sprinklr products, aligning with platform advancements and delivery schedules.
• Promote development of soft skills within the team to enhance implementation impact and effectiveness.
• Lead team meetings and ensure consultants are informed about Sprinklr updates and news.
• Represent Sprinklr Services leadership during strategic, high-level customer meetings.
• Serve as an escalation contact for implementation consultants addressing both internal and external stakeholder concerns.
• Contribute to the Sprinklr sales process by providing delivery expertise and representing service capabilities.
• Offer expert solutions for platform design and configuration aligning with client goals and expectations.
• Develop and suggest strategies, best practices, and policies to improve implementation processes both immediately and in the long term.

Candidate Profile and Qualifications

• Minimum of 8 years' experience in managing or implementing enterprise software deployments.
• Excellent communication skills, both spoken and written, with confidence in presentations.
• Fluency in Arabic and English is mandatory.
• Strong leadership and team management capabilities.
• Technical proficiency relevant to the role.
• Ability to operate autonomously and collaboratively across regions.
• Demonstrated enthusiasm and experience with social media technologies.
• Competent handling of multiple tasks under tight deadlines.
• Preferably familiar with social media platforms and management software.
• Commitment to solving client and internal challenges with a focus on client satisfaction.
• Possession of a university degree or higher education qualification.

Additional Information

Sprinklr was established to address enterprise challenges causing disconnects between brands and customers by unifying teams, tools, and data. Their AI-native platform encompasses four core product suites: Service, Social, Marketing, and Insights, aimed at delivering unified, next-generation customer engagement journeys. The company emphasizes a culture of customer obsession grounded in trust, teamwork, and accountability.

Employee well-being is prioritized with comprehensive benefits, voluntary healthcare options where applicable, paid time off, and mentoring programs focused on purposeful talent growth.

Sprinklr is committed to equal employment opportunity, fostering a collaborative and inclusive work environment that respects diverse backgrounds and characteristics.

A note on recruitment security: beware of impersonation scams. Sprinklr will never request money, unnecessary personal information, or send offers via Bitcoin or unauthorized emails. Any suspicious contacts should be blocked immediately.