Principal Managed Services Consultant

Responsibilities

• Managed Services Program Ownership & Governance
• Own and evolve the managed services delivery model for enterprise customers, with a focus on scalability, resilience, and customer outcomes
• Establish robust governance frameworks, service operating models, and delivery cadences
• Define and govern service KPIs and SLAs to ensure consistent delivery and customer outcomes (e.g., Service Availability, Customer Satisfaction, SLA adherence, and Renewal Risk)
• Drive continuous service improvement through insights, automation, and operational standardization
• Ensure consistent execution across regional and global delivery teams
• Customer Operations & Automation Strategy
• Drive initiatives focused on customer service automation , including workflow automation, AI-assisted support, and self-service enablement
• Partner with Product and Engineering to enhance digital and voice customer engagement platforms (chat, messaging, IVR, contact center solutions)
• Identify opportunities to improve agent productivity, customer experience, and cost efficiency through automation and tooling
• Contribute to the evolution of next-generation customer operations capabilities
• Strategic Escalation & Account Leadership
• Lead high-impact customer situations and escalations , ensuring rapid alignment and structured execution
• Manage relationships with large enterprise customers with significant ARR , acting as a trusted advisor during critical moments
• Align escalation severity with business impact, revenue exposure, and customer health signals
• Drive executive-level engagement and ensure clear, proactive communication with customer stakeholders
• Cross-Functional Program Leadership
• Act as the Directly Responsible Individual (DRI) for complex, cross-functional service delivery programs
• Orchestrate collaboration across Customer Success, Managed Services, Support, Product/Engineering, and Account Team
• Drive execution discipline, accountability, and milestone tracking across distributed teams
• Proactively manage risks and dependencies in dynamic, high-stakes environments
• Deliver concise, business-focused updates to internal leadership and customer executives
• Global Delivery & Operational Excellence
• Lead and coordinate with global, distributed service delivery teams , ensuring alignment across geographies and time zones
• Institutionalize best practices, playbooks, and reusable frameworks for service delivery and escalation management
• Drive tooling standardization and reporting rigor (e.g., Jira, ServiceNow, dashboards)
• Establish strong documentation and knowledge management practices to support scale
• Customer-Centric Outcomes & Value Realization
• Translate complex technical challenges into clear business impact narratives for executive stakeholders
• Partner with Customer Success to drive customer satisfaction, retention, and renewal outcomes
• Identify trends and recurring issues, feeding insights into product improvements and service innovation
• Act as a customer advocate , ensuring long-term value realization from managed services engagements

Requirements

• 10-12+ years of experience in enterprise SaaS environments , spanning Managed Services, Customer Success, Support, or Technical Program Management
• Proven track record of managing high-value enterprise accounts with large ARR exposure
• Strong experience leading global, cross-functio

Benefits

Additional Information

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 We are looking for a Principal Managed Services Consultant to lead managed service delivery and high-impact customer operations programs for enterprise SaaS customers. This role owns the end-to-end orchestration of complex customer engagements , ensuring consistent service excellence, rapid escalation handling, and measurable business outcomes. You will operate at the intersection of Managed Services, Customer Success, Support, Product/Engineering, and Account Team, driving alignment and execution for high-value, high-ARR accounts . With a strong focus on service scalability, automation, and operational excellence , you will help transform reactive support motions into proactive, data-driven managed service capabilities , especially across digital and voice customer operations ecosystems .

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