Lead Managed Services Consultant

Sprinklr; Gurugram District; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

Sprinklr is seeking a strategic Senior Community Platform Lead to own end-to-end management of Sprinklr Community platforms. You will guide architecture, governance, adoption, and ongoing optimization while advising customers on best practices and platform roadmap execution.

You will collaborate with Customer Success, Product, Engineering, and leadership teams to ensure scalable, high- value community solutions and long-term platform ROI.

Qualifications

• 8-12 years of experience in Community Platforms, Digital Experience Platforms, Managed Services, SaaS Consulting, or Customer Engagement solutions.
• Deep hands-on experience with Sprinklr Community or similar platforms such as Khoros, Gainsight, Salesforce Experience Cloud, Higher Logic, or Enterprise Community solutions.
• Proven experience designing, building, launching, and managing large-scale customer community portals and online forums.
• Strong expertise in community architecture, moderation frameworks, engagement strategies, governance models, and digital customer experiences.
• Advanced knowledge of UI/UX principles, information architecture, user journey design, accessibility, and community experience optimization.
• Strong understanding of HTML, CSS, JavaScript, responsive design principles, and front-end customization approaches.
• High-level understanding of REST APIs, authentication models, SSO, webhooks, integrations, and enterprise system connectivity.
• Experience leading customer workshops, solution design sessions, governance reviews, and executive stakeholder discussions.

Responsibilities

• Lead end-to-end management and optimization of Sprinklr Community platforms, ensuring scalability, performance, governance, and business alignment.
• Design and oversee community architecture including forums, discussion boards, knowledge communities, user journeys, moderation frameworks, gamification, and engagement models.
• Act as the primary strategic advisor for customer community initiatives, providing recommendations on platform adoption, engagement growth, governance, and operational maturity.
• Drive requirements discovery, solution design, roadmap planning, and execution of community enhancement programs.
• Define and implement community governance frameworks including roles, permissions, moderation strategies, content lifecycle management, and user access controls.
• Lead root cause analysis and resolution of complex platform, workflow, configuration, and user experience issues.
• Own community analytics, adoption reporting, engagement insights, and continuous improvement initiatives.
• Provide leadership and guidance to consultants and technical teams supporting community operations and managed services delivery.
• Partner with Customer Success, Product, Engineering, and customer leadership teams to ensure successful outcomes and long-term platform value realization.

Skills

Sprinklr Community

Khoros

Salesforce Experience Cloud

Frontend customization

UI/UX principles

REST APIs / SSO

Tools

HTML

CSS

JavaScript

REST APIs

SSO

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.

Job Description

Role Summary

Lead managed services delivery for Sprinklr Community customers by owning the strategy, architecture, governance, and evolution of customer community platforms. Drive community transformation initiatives, user experience optimization, platform adoption, and operational excellence while serving as the primary advisor to customers on community best practices, digital engagement, and platform roadmap execution.

What You’ll Do

• Lead end-to-end management and optimization of Sprinklr Community platforms, ensuring scalability, performance, governance, and business alignment.
• Design and oversee community architecture including forums, discussion boards, knowledge communities, user journeys, moderation frameworks, gamification, and engagement models.
• Act as the primary strategic advisor for customer community initiatives, providing recommendations on platform adoption, engagement growth, governance, and operational maturity.
• Drive requirements discovery, solution design, roadmap planning, and execution of community enhancement programs.
• Define and implement community governance frameworks including roles, permissions, moderation strategies, content lifecycle management, and user access controls.
• Lead root cause analysis and resolution of complex platform, workflow, configuration, and user experience issues.
• Own community analytics, adoption reporting, engagement insights, and continuous improvement initiatives.
• Provide leadership and guidance to consultants and technical teams supporting community operations and managed services delivery.
• Partner with Customer Success, Product, Engineering, and customer leadership teams to ensure successful outcomes and long‑term platform value realization.
• Lead release management, platform audits, health checks, optimization reviews, and best practice assessments.
• Oversee UI/UX strategy and front‑end customization initiatives to deliver intuitive, accessible, and engaging community experiences.
• Provide architectural guidance on API integrations, SSO, CRM connectivity, and third‑party ecosystem integrations.
• Establish reusable governance models, operational playbooks, implementation standards, and community best practices.

What Makes You Qualified?

Must Have Qualifications

• 8-12 years of experience in Community Platforms, Digital Experience Platforms, Managed Services, SaaS Consulting, or Customer Engagement solutions.
• Deep hands‑on experience with Sprinklr Community or similar platforms such as Khoros, Gainsight, Salesforce Experience Cloud, Higher Logic, or Enterprise Community solutions.
• Proven experience designing, building, launching, and managing large‑scale customer community portals and online forums.
• Strong expertise in community architecture, moderation frameworks, engagement strategies, governance models, and digital customer experiences.
• Advanced knowledge of UI/UX principles, information architecture, user journey design, accessibility, and community experience optimization.
• Strong understanding of HTML, CSS, JavaScript, responsive design principles, and front‑end customization approaches.
• High‑level understanding of REST APIs, authentication models, SSO, webhooks, integrations, and enterprise system connectivity.
• Experience leading customer workshops, solution design sessions, governance reviews, and executive stakeholder discussions.
• Strong analytical, problem‑solving, consulting, and customer management capabilities.

Good To Have Skills

• Experience with customer support communities, brand advocacy programs, knowledge communities, or peer‑to‑peer support ecosystems.
• Exposure to SEO, search optimization, content strategy, and digital engagement best practices.
• Understanding of CRM platforms, customer support ecosystems, and customer experience technologies.
• Experience managing globally distributed communities and enterprise‑scale engagement programs.
• Program management and service delivery leadership experience within managed services organizations.

Who You Are

• A strategic consultant with deep expertise in customer communities and digital engagement platforms.
• Passionate about building world‑class community experiences that drive adoption, engagement, and business outcomes.
• Comfortable engaging with both executive stakeholders and technical teams.
• A thought leader who combines consulting, technical, operational, and design expertise to deliver customer success.
• Driven by continuous improvement, innovation, and long‑term customer value realization.

What Success Looks Like

• Highly engaged, scalable, and well‑governed customer communities.
• Strong customer satisfaction, adoption, and business value realization.
• Successful execution of strategic community transformation and optimization initiatives.
• Improved user experience, engagement metrics, and operational efficiency.
• Trusted advisor status with customer leadership and key stakeholders.
• Consistent delivery of managed services KPIs, governance objectives, and platform growth outcomes.

We focus on our mission

• 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

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 provide 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.

EEO - Our philosophy

Our goal is to ensure every employee feels like they belong and is 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.