Senior Managed Services Consultant

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

Role Summary

Support managed services delivery for enterprise SaaS and digital engagement platforms by configuring, optimising, and maintaining customer solutions that drive adoption, operational excellence, and business value. Partner with customers to enhance platform performance, governance, user experience, and engagement outcomes. Experience with customer community platforms such as Sprinklr Community or similar solutions is highly desirable but not mandatory.

What You’ll Do

• Provide day-to-day administration, support, and optimisation of customer platforms, ensuring operational stability and adherence to service level commitments.

• Configure and maintain platform components including workflows, user roles, permissions, content structures, engagement features, governance controls, and business processes.

• Implement platform enhancements, configuration changes, and continuous improvement initiatives aligned with customer requirements and best practices.

• Support operational governance activities including user administration, access management, content management, and issue escalation processes.

• Troubleshoot platform, workflow, user access, integration, notification, and configuration-related issues.

• Monitor platform health, adoption trends, operational metrics, and user engagement, providing recommendations for improvement.

• Support user experience enhancements, branding updates, page configurations, templates, widgets, and digital experience improvements.

• Assist with integrations involving APIs, CRM systems, authentication services, SSO providers, and third-party technologies.

• Collaborate with customer stakeholders to gather requirements, identify opportunities, and deliver scalable configuration-based solutions.

• Support release validation, post-go-live activities, enhancement deployments, and platform governance reviews.

• Create and maintain operational documentation, knowledge articles, support runbooks, and administration guides.

• Support onboarding, enablement, and adoption initiatives to maximise platform utilisation and customer success.

What Makes You Qualified?

Must Have Qualifications

• 5-8 years of experience in Managed Services, SaaS Platform Support, Customer Engagement Solutions, Digital Experience Platforms, or Enterprise Software environments.

• Hands-on experience supporting and administering enterprise SaaS platforms in a customer-facing environment.

• Experience configuring workflows, business processes, user management, permissions, governance controls, and platform administration functions.

• Working knowledge of HTML, CSS, JavaScript, and web-based platform concepts.

• Understanding of REST APIs, JSON, authentication mechanisms, and integration troubleshooting.

• Strong analytical, troubleshooting, incident management, and stakeholder communication skills.

• Experience owning service delivery outcomes, issue resolution, and customer operational success.

Good to Have Skills

• Experience with Sprinklr Community or similar platforms such as Khoros, Salesforce Experience Cloud, Gainsight, Higher Logic, Zendesk Communities, or other customer engagement solutions.

• Experience supporting customer communities, forums, knowledge bases, advocacy programmes, or digital engagement platforms.

• Familiarity with SSO, OAuth, webhooks, CRM integrations, and related enterprise technologies.

• Knowledge of SEO, accessibility standards, content management, and engagement best practices.

• Experience with ticketing and project management tools such as Jira, Azure DevOps, or ServiceNow.

• Exposure to customer success, digital engagement, online communities, or user adoption programmes

Who You Are

• Customer-focused with a strong managed services and service delivery mindset.

• Detail-oriented and proactive in identifying opportunities for operational improvement.

• Comfortable balancing technical troubleshooting with client-facing consulting and stakeholder engagement.

• A collaborative professional who takes ownership of customer outcomes and platform success.

• Adaptable, curious, and committed to continuous learning and improvement.

What Success Looks Like

• Stable, scalable, and well-governed platform operations.

• Consistent SLA achievement and timely issue resolution.

• Increased platform adoption, utilisation, and customer satisfaction.

• Strong stakeholder confidence and trusted customer relationships.

• Successful delivery of enhancements, optimisation initiatives, and continuous improvement programmes.

• Positive business outcomes through effective platform management and operational excellence.

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.

Warning about Recruiting Scams: Please be vigilant for recruiting scams impersonating Sprinklr. Sprinklr will never ask you for money, to pay for equipment, or for unnecessary personal information during the interview process. Sprinklr will also never pay in Bitcoin or send email communications from our executives. Please review the Federal Trade Commission's advice to avoid these types of scams.

If you are contacted by someone whom you suspect may not be appropriately representing Sprinklr, please do not engage and block their email or phone number immediately.