Principal Program Manager

Sprinklr; United Kingdom; On-site; GBP 90,000 - 130,000; Full time

Job summary

Sprinklr is seeking a Global Program Manager to oversee enterprise-level projects for major clients. You will be responsible for end-to-end delivery across a portfolio of accounts, coordinating with consulting, analytics, design, and delivery leaders to ensure successful outcomes.

You will lead cross-functional teams, manage scope, risks, and budgets, and build durable relationships with clients and internal stakeholders while expanding knowledge of Sprinklr platform components.

Qualifications

• Extensive experience of client management with business owners and executive level clients.
• Experience managing projects in IT, SaaS, Social, or Software environments.
• Experience working with multi-geo, multicultural delivery teams.
• Experience leading large scale multi-organisational initiatives and driving team accountability.
• Strong influencing, negotiation, and mentoring skills.

Responsibilities

• Own and manage a portfolio of 5-7 accounts, controlling scope, change control, risks/issues and mitigation.
• Coordinate delivery with consulting teams, leaders and regional teams.
• Ensure programs are effective and projects run on schedule and within budget.
• Develop relationships with clients and stakeholders and executives.
• Develop knowledge of Sprinklr platform components and craft high-level solutions.
• Report and forecast project status to external and internal stakeholders.
• Manage risks, issues and change requests across projects.
• Drive client expectations and measurable outcomes for the client.
• Set team tone and strive for quality and excellence in delivery.
• Provide weekly status and burn reports to stakeholders.
• Maintain awareness of industry trends shaping client solutions.

Skills

Client management

Leadership

Program management

Multi-geo delivery

Agile project management

Job description

Job Description

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.

Meet our Professional Services Team!

Successful implementation and value from the Sprinklr platform starts with us. As customers advance their strategies and invest more in social media as a business driver, we're looking for experienced project managers to help realise those ambitions. As a member of our team, you'll support our customers through the initial stages of their Sprinklr journey and work with a team of passionate consultants, solutions designers, analytics experts, as well as sales and service delivery leaders to make it happen.

What You'll Do

Sprinklr is looking for a Global Program Manager to manage enterprise level projects for some of our biggest clients. You will be both responsible and accountable for the end to end delivery of projects across a range of clients .

Responsibilities

• Own and manage a portfolio consisting of 5 - 7 accounts; controlling project scope, change control processes, risks/ issues and mitigation plans.
• Partner with consulting teams, leaders and other internal departments or regional teams to coordinate and drive delivery.
• Ensure that overall program is effective, whilst running individual projects according to schedule and keeping within budget.
• Develop relationships with, and ensure the appropriate participation of key client & internal stakeholders and executives.
• Develop, build, and maintain durable and trusted relationships with clients and internal stakeholders.
• Develop knowledge of the Sprinklr platform components and module-synergies - so as to be able to develop realistic and meaningful project plans and high-level solutions.
• Ensure that each project is reported and forecasted accurately to all external and internal stakeholders.
• Ensure that all project/program risks, issues and change requests are managed effectively.
• Manage client service expectations and briefs and drive successful, measurable outcomes for the client.
• Set the tone for the team and strive for quality and excellence in all aspects of delivery.
• Provide weekly project status and burn reports to the relevant project stakeholders.
• Maintain awareness of the current industry environment that shapes opportunities for client solutions.

Experience

• Extensive experience of client management experience collaborating closely with business owners and executive level clients.
• Experienced managing projects in IT, SaaS, Social, or Software environment.
• Experienced working with multi-geo, multicultural delivery teams.
• Experienced working on large scale project management in leading multi-organisational initiatives, and driving team accountability to achieve goals.
• Ability to identify and resolve issues, manage risk, develop detailed work plans and specifications, perform resource allocations and run team meetings.
• Demonstrated ability to assume a leadership role in managing project, departmental and enterprise risks related to projects, systems and business analysis.
• Strong influencing skills and negotiation / mediation skills.
• Ability to motivate and focus people resources where there is no direct reporting relationship.
• Proven mentoring, supervisory, and team‑building skills.
• Ability to resolve problems with keen instincts and organisational experience.
• Strong knowledge of software development life cycles, web technologies, web development processes.
• Strong verbal and written communication skills.
• Experience in Agile project management a plus.
• Certification of any kind for Project Management (Prince2, PMP, SCRUM etc.)
• Experience in CCAAS delivery/rollout

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