Lead Customer Program Manager

What You’ll Do

Develop and execute a strategic plan for customer delivery, aligning with Sprinklr's overall business objectives.

• Oversee the end-to-end delivery of R&D projects to customers, ensuring timelines, budgets, and quality standards are met.

• Champion the needs of the customer and track their utilisation and value derived from Sprinklr solutions.

• Act as a liaison between customers and the R&D team, facilitating clear

communication and understanding of project goals and expectations.

• Work with the R&D team to customize and adapt SaaS solutions to meet specific customer requirements.

• Establish and maintain program governance frameworks, including regular

status updates, risk management, and issue resolution processes

• Identify potential risks and issues in customer delivery projects, developing mitigation strategies to address them.

• Collaborate with cross-functional teams (e.g., Sales, Product, Engineering) to

ensure alignment and support for customer programs.

• Work closely with the Product Management team to provide customer feedback and insights that influence product development and enhancements.

• Collect and analyze customer feedback on delivered solutions, ensuring this feedback is communicated to the R&D team for future improvements.

• Implement changes and updates based on customer feedback to enhance

product offerings.

• Provide regular updates and detailed reports to R&D leadership and other

stakeholders on project status and outcomes.

• Continuously seek opportunities to improve delivery processes, tools, and methodologies.

What Makes You Qualified

• Bachelor’s degree in information technology, Computer Science, or a related field; master’s degree preferred.

• 10+ years of experience in program management, analytics, or related fields

within the technology sector.

• Proven track record of leading large-scale customer implementations and

managing complex projects with a focus on analytics and product management

• PMP, PMI-ACP, or other relevant project management certifications are a plus.

• Proficiency in data analytics tools and methodologies

• Strong knowledge of contact center technologies, including CRM, telephony, IVR, and omnichannel platorms.

• Strong leadership skills with experience managing and developing high-performing teams

• Excellent communication and interpersonal skills, with the ability to influence and build relationships with senior executives.

• Deep understanding of customer experience management, social media, digital transformation, and analytics.

• Experience working with BI-tools required  

• Strong cross functional and analytical skills  

• Agile problem solver  

• Ability to manage multiple projects simultaneously with keen attention to details   • Metrics focused and result-oriented with proficiency in using tools such as JIRA for creating data driven insights • Strong negotiation skills  

• Experienced in building, managing and motivating cross-functional, multi-national teams  

• Innovation advocate