Customer Experience Delivery Director

1 week ago


Gurgaon, Haryana, India Sprinklr Full time
About the Role

We are seeking a seasoned Customer Program Manager to lead our customer delivery efforts, ensuring seamless execution of projects and excellent customer experiences.

Job Summary

The successful candidate will oversee end-to-end delivery of R&D projects to customers, guaranteeing timelines, budgets, and quality standards are met. They will champion customer needs, track utilization and value derived from Sprinklr solutions, and facilitate clear communication between customers and the R&D team.

Key Responsibilities:
  • Develop and execute a strategic plan for customer delivery, aligning with Sprinklr's overall business objectives.
  • Oversee the delivery of R&D projects to customers, ensuring timely completion, budget adherence, and high-quality results.
  • Champion customer needs, tracking utilization and value derived from Sprinklr solutions.
  • Facilitate clear communication between customers and the R&D team, ensuring project goals and expectations are understood.
  • Work with the R&D team to customize and adapt SaaS solutions to meet specific customer requirements.
  • Establish and maintain program governance frameworks, including regular status updates, risk management, and issue resolution processes.
  • Identify potential risks and issues in customer delivery projects, developing mitigation strategies to address them.
  • Collaborate with cross-functional teams (e.g., Sales, Product, Engineering) to ensure alignment and support for customer programs.
  • Provide regular updates and detailed reports to R&D leadership and other stakeholders on project status and outcomes.
Requirements

To be successful in this role, you should have:

  • A Bachelor's degree in information technology, Computer Science, or a related field; Master's degree preferred.
  • 10+ years of experience in program management, analytics, or related fields within the technology sector.
  • Proven track record of leading large-scale customer implementations and managing complex projects with a focus on analytics and product management.
  • PMP, PMI-ACP, or other relevant project management certifications are a plus.
  • Proficiency in data analytics tools and methodologies.
  • Strong knowledge of contact center technologies, including CRM, telephony, IVR, and omnichannel platforms.
  • Strong leadership skills with experience managing and developing high-performing teams.
  • Excellent communication and interpersonal skills, with the ability to influence and build relationships with senior executives.
  • Deep understanding of customer experiences management, social media, digital transformation, and analytics.
  • Experience working with BI tools required.
  • Strong cross-functional and analytical skills.
  • Agile problem solver.
  • Ability to manage multiple projects simultaneously with keen attention to details.
  • Metrics-focused and result-oriented with proficiency in using tools such as JIRA for creating data-driven insights.
About Sprinklr

Sprinklr is a leading enterprise software company that enables every organization to make their customers happier. We founded Sprinklr with one mission: to empower organizations to deliver human experiences to every customer, every time, across any modern channel.

We believe in empowering our people to achieve their personal and professional best. Our culture values diversity, inclusivity, and respect for all employees. We offer comprehensive health plans, leading well-being programs, and financial protection for our employees and their families.



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