Implementation Consultant - Lead

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** ------------------- **Sprinklr is a unified customer experience management (Unified-CXM) platform for modern enterprises with employees around the world helping valuable brands make their customers happier.** Learn more about our culture and how we make our employees happier through The Sprinklr Way. Sprinklr is the unified platform for all customer-facing functions. We call it unified customer experience management (Unified-CXM). We help companies deliver human experiences to every customer, every time, across any modern channel, at a once impossible scale. Headquartered in New York City with over 2,400 employees globally, Sprinklr works with more than 1,000 of the world’s most valuable enterprises — global brands like Microsoft, P&G, Samsung and more than 50% of the Fortune 100. Learn more about our culture and how we make our employees happier through **The Sprinklr Way****.** **What You’ll Do** Long past the era of plug-and-play, global brands with distributed infrastructure networks need help to fully optimize social media software deployments for their specific business requirements. Sprinklr is looking for a highly experienced and well-trained professional in software enablement to provide strategic expertise and empower our new and existing clientele to use our technology to meet their goals. This role will grow our expanding need for experts who can ensure that all of our customers meaningfully understand the value that the Sprinklr Platform will bring to their organization. The successful candidate will lead a team of high performing implementation consultants focused on successful, value-oriented Sprinklr deployments that ensure customer satisfaction and adoption. * Manages and directs a high performing implementation consulting team, contributing to the development of Implementation Services consultants and project managers * Maintains own and team performance against billable utilisation and other key business metrics, such as on-time timecard submission & project assignments, implementing strategies to enhance performance where applicable * Defines and maintains regional implementation practice strategy, in collaboration with other regional implementation leaders * Collaborates with other regional leaders across Sprinklr, within Customer Delight and other teams where applicable * Leads and directs production of regional practice deliverables to grow and strengthen the team/delivery, for positive impact on customers * Assures implementation delivery standards at cross-team level and takes action when standards are not met * Facilitates team feedback to regional services leadership * Partners with PMO and Engagement Management leaders on project scope and resources * Maintains a high level of employee satisfaction, developing star performers and implementing strategies for underperformers * Ensures a high level of implementation expertise across the Sprinklr product, in line with platform development and delivery pipeline requirements * Seeks to enhance soft skills across the team as it relates to improving implementation effectiveness and impact * Leads team meetings and ensures appropriate awareness of Sprinklr / team news among consultants * Participates in high level, strategic customer meetings in support of consultants, representing Sprinklr Services leadership * Is an escalation point for implementation consultants, for both internal and external stakeholders * Contributes to the Sprinklr sales cycle where appropriate to contribute delivery expertise and represent Sprinklr Services * Provides expert level solution recommendations for platform design and configuration, so that all goals are met and that client expectations regarding platform use cases and functionality are fulfilled * Develops and recommends strategies, best practices, and policies for immediate and long-term enhancement of implementation process **Who You Are & What Makes You Qualified** * 8+ years of experience in enterprise software deployment management and/or implementation * Excellent written and verbal communication skills; highly competent and confident presenter * Strong peopl