Senior Managed Services Consultant (Community)

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 Support managed services delivery for Sprinklr Community customers by configuring, optimizing, and maintaining brand communities, discussion forums, and digital engagement experiences. Focus on operational excellence, platform governance, customer support, community growth, and continuous platform adoption. What You’ll Do Manage day-to-day support and administration of Sprinklr Community platforms, ensuring operational stability and adherence to SLAs. Configure and maintain community structures including forums, discussion boards, categories, topics, user groups, gamification, moderation workflows, and permissions. Execute platform enhancements, configuration changes, and optimization initiatives aligned to customer requirements and best practices. Support community moderation processes, including content triaging, escalation management, agent assignment, and user governance. Troubleshoot platform, user access, workflow, content visibility, notification, and engagement-related issues. Monitor community health, user engagement, adoption metrics, and operational performance, recommending improvement opportunities. Support branding, page configurations, templates, widgets, navigation, and UI/UX enhancements using HTML, CSS, and JavaScript. Assist with API-based integrations and data exchanges with third-party platforms, CRM systems, SSO providers, and digital ecosystems. Collaborate with customer stakeholders to gather requirements, recommend best practices, and deliver configuration-led solutions. Provide post-go-live support, enhancement management, platform governance, and release validation activities. Develop and maintain operational documentation, knowledge articles, runbooks, and community administration guides. Support user onboarding, training, and adoption programs to maximize platform utilization and business value. What Makes You Qualified? Must Have Qualifications 5-8 years of experience in Managed Services, SaaS Platform Support, Community Management, or Digital Experience platforms. Hands-on experience with Sprinklr Community or similar platforms such as Khoros, Gainsight, Salesforce Experience Cloud, Zendesk Communities, or Higher Logic. Experience configuring workflows, user roles, permissions, moderation processes, community structures, and governance controls. Working knowledge of HTML, CSS, JavaScript, and web content management concepts. Understanding of REST APIs, JSON, authentication mechanisms, and integration troubleshooting. Strong analytical, troubleshooting, incident management, and stakeholder communication skills. Experience working in customer-facing environments with ownership of service delivery and operational outcomes. Good to Have Skills Experience managing brand communities, customer support forums, knowledge communities, or advocacy programs. Familiarity with SSO, OAuth, webhooks, and CRM integrations. Knowledge of SEO, accessibility, and community engagement best practices. Experience with ticketing and project management tools such as Jira, Azure DevOps, or ServiceNow. Exposure to digital customer experience, customer success, or online community operations. Who You Are Customer-focused with a strong managed services mindset. Detail-oriented and proactive in identifying operational improvements. Comfortable balancing technical troubleshooting with business stakeholder engagement. A collaborative consultant who takes ownership of customer outcomes and platform success. What Success Looks Like Stable and optimized community operations. High SLA adherence and timely issue resolution. Increased platform adoption and community engagement. Well-governed, scalable, and user-friendly community experiences. Strong customer satisfaction and stakeholder confidence. 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.