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Posted 3 days agoSenior Project Manager - SaaS Implementation
at Sprinklr
Japan Tokyo, JapanOn-site
Responsibilities
- Run governance across discovery, design, configuration, integrations, testing, deployment, cutover, hypercare, and handover.
- Maintain project health, forecast, burn, margin, weekly status, escalation, and delivery hygiene reporting.
- Lead cross-functional teams in a matrix environment, creating clarity on ownership, timelines, dependencies, decisions, and escalation paths.
- Build expertise in AI-powered Unified-CXM and CCaaS transformation while directly influencing customer value and adoption.
- Create a culture of customer obsession, with trust, teamwork, and accountability.
Requirements
- Sprinklr is the definitive, AI-native platform for Unified Customer
- 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.
- Our AI-powered Unified-CXM platform helps more than 1,000 global enterprises deliver consistent customer experiences across modern channels.
- The role requires technical literacy across CRM, contact center platforms, APIs, telephony, cloud connectivity, and customer integration environments—not hands-on solution architecture ownership.
- Experience leading complex, multi-workstream programs across regional or global delivery models.
- Ability to define governance cadences, delivery roadmaps, success criteria, adoption plans, RAID models, and change control processes.
- Experience managing project financial and operational hygiene, including effort tracking, burn reporting, forecasting, scope control, and project health.
- Working knowledge of SDLC and implementation artefacts such as project plans, solution design inputs, integration plans, test plans, cutover plans, hypercare plans, and handover documentation.
- Strong written and verbal communication skills with the ability to lead large teams without direct reporting authority. Preferred Experience
- Experience with contact center solutions, VoIP, ACD/IVR, dialers, workforce management, telecommunications, collaboration, or digital service platforms.
- Technical configuration exposure to CCaaS or similar SaaS platforms.
- Experience across multiple markets, time zones, business units, partner ecosystems, or vendor-led delivery models.
- PMP, Scrum, PRINCE2, SAFe, ITIL, cloud fundamentals, or contact center technology certification preferred.
- 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.
Experience
- Experience 8+ years managing enterprise SaaS, CCaaS, contact center, digital transformation, or customer
Benefits
- Our vision was clear: to unify fragmented teams, tools and data — helping large organizations build deeper, more meaningful connections with the people they serve.
- 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.
Additional details
- Experience Management (Unified-CXM), empowering brands to deliver extraordinary experiences at scale — across every customer touchpoint.
- Job Description Sprinklr is a leading enterprise software company for customer-facing functions.
- We are looking for an experienced Senior Project / Program Manager to lead enterprise CCaaS and Unified-CXM implementations for global customers.
- This role owns delivery governance from discovery through design, configuration, integrations, UAT, cutover, hypercare, and handover while partnering with consultants, solution architects, product teams, customer IT, vendors, and executives.
- What You'll Do The ideal candidate combines project discipline, commercial awareness, technical fluency, and executive stakeholder management to deliver outcomes across scope, timeline, quality, adoption, customer satisfaction, and value realization.
- Responsibilities Own end-to-end delivery of enterprise CCaaS and Unified-CXM implementations across scope, plan, risks, issues, dependencies, change control, and stakeholder governance.
- Translate customer business objectives into milestones, acceptance criteria, adoption plans, and measurable value realization goals.
- Engage customer sponsors and executives; maintain clear communication across internal and external stakeholders.
- Partner with Professional Services, Product, Engineering, Sales, Customer Success, Support, customer IT, and vendors to resolve delivery and technical blockers.
- Stay current on CXM, CCaaS, contact center, and enterprise SaaS trends; travel up to 10%. Required