Engagement Manager - Professional Services

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 seeking a Professional Services Engagement Manager to support our ANZ business. This role partners closely with Customers, Sales, Services, and Partner teams to shape and drive Services opportunities across new and existing accounts. You will act as a trusted advisor to customers, advising on Sprinklr Services offerings including implementation, managed services, training, and ongoing support.

You will lead the end-to-end services sales process during pre-sales, developing delivery proposals, defining Statements of Work, and structuring commercial offers. The focus is on ensuring successful deployment and enabling long-term value realisation from Sprinklr’s platform.

The role requires strong commercial judgement, solution design capability, and the ability to align customer business outcomes with Sprinklr’s services model. You will also be accountable for managing services pipeline, forecasting, and delivering commercially sound proposals aligned to margin expectations. This role reports to the Director, Engagement Management APJ.

Main Responsibilities

Partner with Sales teams across ANZ to scope and position services and support offerings for both new and existing customers, with a strong focus on Contact Centre and CCaaS solutionsEngage customers to understand business requirements and design integrated services solutions aligned to their operating model and long-term transformation goalsDevelop proposals and respond to RFPs/RFIs, positioning Sprinklr deployment strategies that drive early adoption and sustained valueLead executive-level services conversations with customer stakeholders across Australia and New Zealand, both virtually and onsiteCapture both business and technical requirements during pre-sales to inform successful delivery outcomesBuild commercial proposals that balance customer needs with profitability, leveraging Sprinklr and partner delivery modelsDefine Statements of Work including scope, timelines, effort estimates, and measurable business outcomesPartner with Sales on deal strategy, close plans, and negotiations with procurement and legal teamsCollaborate with internal stakeholders across Customer Success, Delivery, Product, and Partners to ensure delivery alignment and sign-offBuild and maintain strong relationships with key customer stakeholders to drive expansion and services growthManage Services pipeline, maintain forecast accuracy, and support regional revenue reporting

Desired Skills And Experience

Experience in services sales, professional services delivery, or business development within enterprise SaaS environmentsStrong understanding of ANZ enterprise customers and buying processes, including procurement and commercial frameworksProven ability to operate in a matrixed, regional environment across Sales, Delivery, and Partner teamsExperience with contact centre, CCaaS, or customer experience platforms is highly preferredStrong commercial acumen with experience building proposals, Statements of Work, and pricing modelsExcellent communication and presentation skills, comfortable engaging with senior stakeholdersAbility to work independently, manage competing priorities, and operate with a high level of ownershipDetail-oriented with a practical, solution-focused mindsetStrong relationship-building skills with both customers and internal teamsBachelor’s degree or equivalent experienceFull working rights in Australia or New Zealand

What Success Looks Like In ANZ

Wins and expands services opportunities across key ANZ accountsBuilds trusted advisor relationships with enterprise customersDelivers commercially sound deals aligned to regional targetsDrives strong alignment between Sales and Delivery, reducing friction post-saleSupports scalable, repeatable services models suited to the ANZ market

We focus on our mission: Sprinklr was founded in 2009 to solve a big problem: growing enterprise complexity that separated brands from their customers. Our vision was clear: to unify fragmented teams, tools and data — helping large organizations build deeper, more meaningful connections with the people they serve. Today, Sprinklr has a unified, AI-native platform for four product suites: Sprinklr Service, Sprinklr Social, Sprinklr Marketing, and Sprinklr Insights. Sprinklr is here to do three things:

Lead a new category of enterprise software that we call Unified-CXM. Empower companies to deliver next generation, unified engagement journeys that reimagine the customer experience. Create a culture of customer obsession, with trust, teamwork, and accountability.

We believe in our product: Customers who value exceptional customer experiences have what they need on our single unified platform, built with an operating system approach on a single codebase. That means that everything — and everyone — can work together to service, respond, sell, and market to customers on the channels they prefer. While Unified Customer Experience Management (Unified-CXM) as a category is just getting started, we are well on our way to creating a no-compromise, unified approach to better customer experiences for the world’s leading enterprise brands.

We invest in our people: We offer a comprehensive suite of benefits designed to help each member of our team thrive. Sprinklr believes that you should be able to get the type of care you need for your personal well-being when you need it. We offer you and your family voluntary healthcare coverage in countries where applicable. We believe it is important to take time off – it is essential for your mental and physical wellbeing. We provide Sprinklrites with paid time off to recharge and spend time with loved ones. We want to grow our talent with purpose. Our open Mentoring Program is designed to create meaningful connections that support growth and amplify our focus.

To learn more about employee benefits by region, click here.

To learn more about all-things-Sprinklr, visit our candidate resource hub here.

EEO - Our philosophy: Our goal is to ensure every employee feels like they belong and are operating in a collaborative environment. We fervently believe every employee matters and should be respected and heard. We believe we are stronger when we belong because collectively, we’re more innovative, creative, and successful.

Sprinklr is proud to be an equal-opportunity workplace and complies with all applicable federal, state, and local fair employment practices laws. We are committed to equal employment opportunity regardless of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable law.

Reasonable accommodations are available upon request during the interview process. To request an accommodation, please work directly with your recruitment coordinator or recruiter.

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