Implementation Consultant - Lead

About Sprinklr

Sprinklr is an AI-first Unified Customer Experience Management platform built to help brands create exceptional experiences across every customer interaction. Its unified system brings together social media management, marketing, advertising, customer feedback, and omnichannel contact center capabilities so enterprises can work from shared data, remove silos, and respond using real-time insights.

More than 1,900 enterprises, including a large share of the Fortune 100, use Sprinklr to support consistent customer experiences worldwide. The company is headquartered in New York City and has a global workforce of more than 2,400 people.

Role Overview

This position is for an experienced implementation leader who can guide enterprise software deployment efforts, help customers realize the value of the platform, and manage a high-performing consulting team. The role requires a balance of technical depth, customer-facing leadership, and people management.

What You Will Do

• Lead and support an implementation consulting team, including consultants and project managers, while helping build their capabilities.
• Track team output against billable utilisation targets and related operational measures, including timely timecard submission and project allocation, and introduce improvements where needed.
• Shape and maintain the regional implementation strategy in coordination with other regional implementation leaders.
• Work closely with leaders across Sprinklr, including Customer Delight and other relevant teams.
• Oversee regional practice deliverables that strengthen delivery quality and improve customer outcomes.
• Ensure implementation standards are followed across teams and step in when delivery falls short.
• Gather and relay team feedback to regional services leadership.
• Coordinate with PMO and Engagement Management leaders on scope planning and resource needs.
• Promote employee satisfaction by developing strong performers and addressing performance gaps.
• Maintain deep product knowledge so the team stays aligned with platform updates and delivery expectations.
• Build stronger soft skills within the team to improve implementation effectiveness.
• Run team meetings and keep consultants informed about company and team updates.
• Join senior customer meetings when needed and represent Sprinklr Services leadership.
• Serve as an escalation contact for internal and external implementation issues.
• Contribute delivery expertise during the sales cycle where appropriate.
• Provide advanced guidance on platform design and configuration so solutions meet business goals and client expectations.
• Create and recommend best practices, strategies, and policies to improve implementation processes now and over the long term.

Candidate Profile

The ideal candidate brings extensive experience in enterprise software deployment or implementation, strong leadership abilities, a solid technical foundation, and confidence in presenting to stakeholders. Success in this role also depends on the ability to manage competing priorities, collaborate across regions, and maintain a strong customer-first mindset.

Requirements

• At least 8 years of experience in enterprise software deployment management and/or implementation.
• Strong written and verbal communication skills, along with the ability to present clearly and confidently.
• Proven people management and team leadership skills.
• Strong technical background.
• Ability to work both independently and collaboratively across teams and regions.
• Interest and experience in the social media technology space.
• Comfort working under tight deadlines while handling multiple assignments at once.
• Prior exposure to social media platforms and social media management software is preferred.
• Strong focus on solving customer and internal problems with a commitment to client success.
• University degree or higher.

Benefits

• Access to voluntary healthcare coverage in countries where it is offered.
• Paid time off to rest, recover, and spend time with family and friends.
• Open mentoring opportunities designed to support career growth and meaningful connections.

Equal Opportunity and Hiring Notes

Sprinklr is committed to an inclusive and respectful workplace where employees are heard and valued. The company follows equal employment opportunity practices and does not discriminate on the basis of legally protected characteristics.

Reasonable accommodation can be requested during the interview process through the recruitment coordinator or recruiter.

Applicants should also be aware of recruitment scam warnings: Sprinklr does not request money, equipment payments, unnecessary personal data, or cryptocurrency payments during hiring. If suspicious contact is received, candidates are advised not to engage and to block the sender immediately.