Lead Engagement Manager

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

Sprinklr is seeking a Professional Services Engagement Manager to join the EMEA team in Dubai. They will work with Customers directly as well as internal sales, services and partner teams to strategise around new Services business opportunities for new and existing customers as well as develop relationships with key customer stakeholders as a trusted advisor for Sprinklr services solutions, including implementation, managed services, training and support offerings.

As an expert in Sprinklr’s value proposition and our services and support solutions, you will be responsible for the entire services sales process during pre-sale engagements, preparing service delivery proposals, bid responses, defining statements of work and commercial offers to ensure the successful deployment of Sprinklr, preparing our customers for long term value realisation from their adoption of Sprinklr’s technology.

The candidate will possess the ability to gather customer requirements, design and propose complete solution offerings that clearly fit into customer’s business requirements to solve their current pain points, alongside Sprinklr’s account teams whilst also managing key internal metrics regarding profitability and margin. This role will report into the Director, Engagement Management EMEA.

Main Responsibilities

• Partner with the Software Sales teams to scope and propose new services and support business, to grow existing accounts and secure new customers across our account portfolio with a particular focus on Contact Centre and CCaaS business across all verticals in the UK&I market.

• Discover the requirements for Sprinklr clients to propose complete integrated service delivery offerings that clearly fit into customer’s business requirements to solve their current pain points as well as long term operational models for multi-year adoption and value realisation

• Develop proposals and respond to RFPs/RFIs positioning recommendations for Sprinklr deployment strategies to enable swift value realisation as well as longer term services proposals for retained and operational services

• Lead executive services-sales presentations of Sprinklr services offerings, including at client locations, covering Sprinklr’s UK&I region.

• Document customer requirements, both technical and organisational, during the pre-sale cycle to inform a subsequent successful deployment of Sprinklr

• Create compelling commercial proposals utilising a range of Sprinklr and partner delivery resources whilst balancing profitability and margin with closing new business.

• Define Statements of Work that include scope, effort estimates & timelines for the delivery of services that will help customers achieve stated business outcomes from their adoption of the Sprinklr platform

• Develop close plans, in collaboration with sales teams, for strategic opportunities and help drive opportunities to closure, including supporting negotiations with customer legal and procurement teams where required

• Develop relationships with colleagues in success, services, product, sales and other delivery stakeholders to ensure solutions proposed are comprehensive and have sign-off from delivery owners

• Develop relationships with key customers for growth and upside

• Update and manage pipeline and prepare revenue forecasts for Services and Success offerings

Desired Skills and Experience

• Previous experience in business development, professional services delivery or services sales

• Bachelor’s degree required

• Fluency in English and Arabic required, additional languages beneficial

• Ability to work individually and as member of a team

• Decisive, quick thinking, reliable, and likes to take ownership

• Attention to detail but flexible with a can-do attitude

• Passion for solving client challenges and commitment to client delight

• Experience in contact center / customer service software industry is preferred

• Extremely strong written, verbal communication and presentation skills

• Competency working in a highly-matrixed environment

• Flexible and adaptable self-starter with strong relationship-building skills

• Takes initiative and approaches all tasks and projects proactively

• Ability to prioritise and complete multiple tasks with little to no supervision

• Requires the ability to work independently with substantial latitude for action and decision, while maintaining focus on achieving optimal outcomes for Sprinklr and for our customers

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.

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