Principal Program Manager - CCaaS / SaaS (Account-Based)

Responsibilities

• Customer Leadership & Single Point of Contact
• Act as the primary interface for customer leadership , ensuring clear communication and alignment
• Build strong relationships with business and technology stakeholders
• Represent the overall program status, risks, and value delivered in leadership forums
• Program Coordination & Delivery Oversight
• Coordinate across multiple workstreams, business units, and delivery teams
• Ensure all projects are executed on time and aligned to agreed milestones
• Participate in track-level calls to maintain close visibility on execution
• Value Delivery & Business Alignment
• Work closely with customer business teams to ensure solutions drive measurable business outcomes
• Track and communicate value realization and adoption metrics
• Ensure alignment between delivery outputs and customer priorities
• Risk & Issue Management
• Proactively identify and call out risks, dependencies, and delays early
• Drive mitigation plans and ensure timely resolution of issues
• Manage escalations effectively across internal and external stakeholders
• Capacity & Resource Management
• Monitor team capacity, bandwidth, and utilization across workstreams
• Ensure optimal resource allocation to meet delivery timelines
• Highlight capacity constraints and drive resolution
• Product & Support Alignment
• Work closely with Support and Product teams to: Track product bugs, enhancements, and fixes
• Ensure timely resolution and communication to customer
• Escalate critical product issues impacting delivery or business outcomes
• Governance, QA & Process Excellence
• Establish and drive internal governance frameworks , including: Program governance cadence and reporting
• Delivery reviews and checkpoints
• Implement Quality Assurance (QA) mechanisms across workstreams
• Define and standardize delivery processes, best practices, and operating models
• Performance Monitoring & Reporting
• Track overall program health, milestones, risks, and dependencies
• Provide structured updates to customer and internal leadership
• Ensure transparency and predictability in delivery
• Experience and Qualifications
• Education: Bachelor's degree in Technology, Business, or related field
• Experience: 15+ years of experience in program/project management
• Strong experience managing large enterprise accounts and complex implementations
• Experience in multi-workstream coordination and customer-facing roles
• Technical & Domain Expertise
• Strong understanding of SaaS / CCaaS platforms (e.g., Salesforce, ServiceNow, Cisco, Genesys, etc.)
• Experience working in customer experience, contact center, or digital transformation domains
• Core Competencies
• Customer Engagement: Strong ability to interact with senior customer stakeholders
• Execution Focus: Strong drive for timelines, deliverables, and outcomes
• Coordination & Orchestration: Ability to manage multiple teams and workstreams seamlessly
• Risk Management: Proactive and structured approach to issue resolution
• Operational Excellence: Focus on governance, QA, and process discipline
• Communication: Clear, structured, and concise executive communication
• Key Performance Indicators (KPIs)
• On-Time Delivery: Adherence to project timelines across workstreams
• Stakeholder Satisfaction: Feedback from customer leadership and business teams
• Risk Management: Early identification and resolution of risks/issues
• Resource Utilization: Effective capacity and workload management
• Program Visibility: Accuracy and effectiveness of reporting and communication
• Quality & Governance: Adherence to QA standards and governance processes
• Product Issue Resolution: Timely tracking and closure of bugs and enhancements
• Value Delivery: Alignment of delivery outcomes with customer business goals

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

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