Work closely with customers to understand business priorities, organisational structure, and decision-making processes
Conduct structured discovery and define service approaches that align with customer expectations
Ensure alignment with internal stakeholders before progressing to execution
Pre-sales support
Partner with Sales to position services appropriately within enterprise deals
Provide clear and detailed service scope, including implementation, training, and managed services
Support customers with accurate and transparent proposal discussions
Solution design and documentation
Prepare Statements of Work, proposals, and project plans with a high level of detail and clarity
Ensure all documentation meets expectations for quality, completeness, and accuracy
Translate customer requirements into realistic and achievable delivery plans
Stakeholder management
Build long-term relationships with customer stakeholders based on trust and consistency
Engage regularly with both business and operational stakeholders
Communicate in a clear, structured, and respectful manner, aligned to the customer's communication style
Internal coordination
Work closely with global and regional teams to ensure alignment between customer needs and Sprinklr capabilities
Ensure a smooth transition from pre-sales to delivery, with clear scope and ownership
Maintain strong coordination across teams to minimise risk and ensure delivery quality
Governance and delivery support
Support project governance by ensuring clear expectations, timelines, and responsibilities
Identify risks early and escalate appropriately with structured communication
Contribute to ongoing service improvement and account growth
Required experience
Experience in professional services, consulting, or enterprise technology environments
Experience working with large Japanese enterprises or complex organisations
Strong capability in structured problem solving and solution design
Excellent written and verbal communication skills in Japanese and English
High attention to detail, particularly in documentation and planning
Ability to work effectively in a global and matrixed organisation
Preferred experience
Experience in CX, social media platforms, or enterprise SaaS
Experience working in multinational environments supporting Japan-based customers
What success looks like
Customers have clear understanding of service scope and delivery approach
Strong trust established with key stakeholders over time
Projects delivered with consistency, quality, and minimal disruption
Risks are identified early and managed proactively
Long-term customer relationships leading to stable growth and expansion
Benefits
Vision insurance
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
Engagement Manager - Professional Services (Japan)
Location: Tokyo, Japan
Support long-term customer success. Deliver consistent value. Build trusted partnerships.
Sprinklr is seeking an Engagement Manager to work with our largest enterprise customers in Japan. This role plays a key part in ensuring customers successfully adopt and realise value from Sprinklr, through well-structured service strategies and consistent delivery.
You will work closely with Sales, Services, and Customer Success teams, supporting customers from initial engagement through to long-term operation. The focus is on building trust, aligning to customer processes, and delivering outcomes with quality and precision.
Role purpose
Establish a clear and effective services strategy for enterprise customers in Japan
Ensure services are aligned with customer objectives, internal processes, and governance expectations
Support stable delivery, long-term adoption, and continuous improvement
Sprinklr · Japan