Senior Director - Engagement

Sprinklr; Greater London; On-site; GBP 90,000 - 120,000; Full time

Job summary

A leading digital transformation firm in Greater London is seeking a Director of Engagement Management to manage a team of Engagement Managers. This role focuses on ensuring successful delivery of services and achieving high customer satisfaction. Candidates should have extensive experience in consulting and software, strong communication skills, and a passion for social media technology.

Benefits

Comprehensive benefits package

Paid time off

Mentoring program

Qualifications

• 5+ years of managing a high-performing Engagement Management team.
• 5+ years’ relevant consulting or industry experience in software implementation or SaaS.
• Strong knowledge of software development life cycles and web technologies.

Responsibilities

• Manage a team of 6-9 Engagement Managers.
• Accountable for the successful scoping of every deal across EMEA.
• Ensure the team follows best practices and adheres to company processes.

Skills

Team Management

Consulting Experience

Communication Skills

Problem Solving

Software Development Knowledge

Job description

Meet our Professional Services Team!

Sprinklr’s market-leading professional services team helps our clients maximise the return on their Sprinklr investment. We apply the right mix of advisory and hands‑on support across people and process optimisation to make sure that our clients are successful in their digital transformation journey.

What You'll Do

Sprinklr is looking for a highly experienced and well‑trained management professional who will work cross‑functionally with Sales, Solutions Consulting, Success & other Services organisations to coordinate a team of Engagement Managers across EMEA to successfully deliver Professional Services Bookings for the region. Ensuring the team have the training, tools and support to successfully support our sales organisation with services proposals to support the growth of the company and retention of our customers. The Director, Engagement Management is accountable for accurate scoping and attachment of services to software deals, measured by attach rate, discount rate, in‑hours project delivery and, ultimately, customer satisfaction and retention.

What Are Your Responsibilities

• Manage a team of 6-9 Engagement Managers
• Accountable for the successful scoping of every deal across EMEA
• Ensure the EMEA Engagement Management team is following best practices and adhering to Sprinklr processes and policies (e.g., pipeline management, services estimation and profitability management, Statement of Work accuracy, etc.)
• Recommend packages or solutions that meet a client’s needs and desired services support for new project rollouts
• Provide coaching on, as well as occasionally lead, strategic deal cycles from a services perspective, to oversee successful closure and transition to delivery and adoption of Sprinklr
• Take ownership for your team’s performance and personal development
• Provide help to management, including process building, hiring and training
• Drive recruitment, onboarding and mentoring of new hires
• Maintain engagement manager accountability for their relevant territories

Manage the Professional Services Pre‑Sales business

• Act as an escalation point in deal cycles and provide expertise to ensure delivery quality for all Sprinklr deliverables
• Conduct pipeline inspections to ensure accurate forecasting for new services opportunities across both Implementation and Managed Services
• Maintain reporting on key performance metrics for the team, including attach rate, discount rate, bid margins to enable reporting to senior leadership
• Manage territory alignment and deal allocations for all engagement managers
• Perform accurate analysis and effective diagnosis of services requirements, to ensure accuracy of scoped recommendations provided by Engagement Managers
• Present onsite in customer meetings up to C‑level‑1 on professional services proposals and timelines
• Develop relationships with key customer stakeholders where necessary to facilitate partnership with Sprinklr
• Develop and upskill the Sprinklr partner network in relation to services scoping, and facilitate definition of co‑delivery partnerships where appropriate
• Be a liaison for professional services when interacting with other Sprinklr teams
• Manage and set expectations of other departments on services offerings

Who You Are & What Makes You Qualified

• 5+ years of managing a high‑performing Engagement Management team
• 5+ years’ relevant consulting or industry experience in software implementation, digital, contact center, user experience or SaaS
• Ability to identify and resolve issues, manage risk, develop detailed work plans and specifications, perform resource allocations, and run team meetings
• Ability to motivate and focus resources with or without a direct reporting relationship
• Strong oral and written communication skills, including presentation skills
• Ability to solve problems with keen instincts and organizational experience
• Strong knowledge of software development life cycles, web technologies, web development processes
• Demonstrate experience and a passion for the social media technology universe

Enthusiastic, professional, with a focus on customer success

Excellent listening skills to fully understand the customer requirements and pain points

About Sprinklr

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.

Benefits

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 believe it is important to take time off – it is essential for your mental and physical wellbeing. We provide Sprinklr employees 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.

EEO & Inclusion

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 follow 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.