Principal Managed Services Consultant, CCaaS

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 We are looking for a Principal Managed Services Consultant to lead managed service delivery and high-impact customer operations programs for enterprise SaaS customers. This role owns the end-to-end orchestration of complex customer engagements , ensuring consistent service excellence, rapid escalation handling, and measurable business outcomes. You will operate at the intersection of Managed Services, Customer Success, Support, Product/Engineering, and Account Team, driving alignment and execution for high-value, high-ARR accounts . With a strong focus on service scalability, automation, and operational excellence , you will help transform reactive support motions into proactive, data-driven managed service capabilities , especially across digital and voice customer operations ecosystems . What You’ll Do Managed Services Program Ownership & Governance Own and evolve the managed services delivery model for enterprise customers, with a focus on scalability, resilience, and customer outcomes Establish robust governance frameworks, service operating models, and delivery cadences Define and govern service KPIs and SLAs to ensure consistent delivery and customer outcomes (e.g., Service Availability, Customer Satisfaction, SLA adherence, and Renewal Risk) Drive continuous service improvement through insights, automation, and operational standardization Ensure consistent execution across regional and global delivery teams Customer Operations & Automation Strategy Drive initiatives focused on customer service automation , including workflow automation, AI-assisted support, and self-service enablement Partner with Product and Engineering to enhance digital and voice customer engagement platforms (chat, messaging, IVR, contact center solutions) Identify opportunities to improve agent productivity, customer experience, and cost efficiency through automation and tooling Contribute to the evolution of next-generation customer operations capabilities Strategic Escalation & Account Leadership Lead high-impact customer situations and escalations , ensuring rapid alignment and structured execution Manage relationships with large enterprise customers with significant ARR , acting as a trusted advisor during critical moments Align escalation severity with business impact, revenue exposure, and customer health signals Drive executive-level engagement and ensure clear, proactive communication with customer stakeholders Cross-Functional Program Leadership Act as the Directly Responsible Individual (DRI) for complex, cross-functional service delivery programs Orchestrate collaboration across Customer Success, Managed Services, Support, Product/Engineering, and Account Team Drive execution discipline, accountability, and milestone tracking across distributed teams Proactively manage risks and dependencies in dynamic, high-stakes environments Deliver concise, business-focused updates to internal leadership and customer executives Global Delivery & Operational Excellence Lead and coordinate with global, distributed service delivery teams , ensuring alignment across geographies and time zones Institutionalize best practices, playbooks, and reusable frameworks for service delivery and escalation management Drive tooling standardization and reporting rigor (e.g., Jira, ServiceNow, dashboards) Establish strong documentation and knowledge management practices to support scale Customer-Centric Outcomes & Value Realization Translate complex technical challenges into clear business impact narratives for executive stakeholders Partner with Customer Success to drive customer satisfaction, retention, and renewal outcomes Identify trends and recurring issues, feeding insights into product improvements and service innovation Act as a customer advocate , ensuring long-term value realization from managed services engagements Who You Are 10-12+ years of experience in enterprise SaaS environments , spanning Managed Services, Customer Success, Support, or Technical Program Management Proven track record of managing high-value enterprise accounts with large ARR exposure Strong experience leading global, cross-functional teams in a managed services or customer operations environment Deep understanding of customer service operations , including digital (chat, messaging, automation) and voice (contact center, IVR) ecosystems Experience driving customer service automation and operational transformation initiatives Exceptional ability to operate in high-pressure, high-ambiguity situations , influencing without authority Strong executive communication and stakeholder management skills Data-driven mindset with a focus on operational excellence and measurable outcomes Technically fluent, with the ability to simplify complex systems into business-relevant insights Preferred Qualifications Experience managing critical escalations or large-scale service delivery programs in SaaS organizations Familiarity with service management and workflow tools (e.g., Jira, ServiceNow, CRM platforms) Experience working with or implementing contact center technologies (CCaaS), AI/automation, and customer engagement platforms Strong understanding of post-sale customer lifecycle metrics (adoption, retention, renewals, expansion) Fluency in Korean (business-level or native) and ability to engage with local stakeholders Prior experience working in or supporting the Korea market (Seoul/Suwon) Why This Role Matters This role is critical in shaping how managed services are delivered at scale — transforming customer operations into a strategic differentiator , improving customer experience , and protecting revenue and brand reputation across high-impact engagements. 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.