Technical Services Manager

Sprinklr Job Description

Sprinklr is a leading enterprise software company for all customer-facing functions. With advanced AI, Sprinklr's unified customer experience management (Unified-CXM) platform helps companies deliver human experiences to every customer, every time, across any modern channel. Headquartered in New York City with employees around the world, Sprinklr works with more than 1,000 of the world's most valuable enterprises — global brands like Microsoft, P&G, Samsung and more than 50% of the Fortune 100.

Key Responsibilities

Project & Delivery Management

• Engage early in new projects with customer and internal leaders to ensure clarity on goals, timelines, and deliverables.
• Review and validate Technical Services Statements of Work (SOW), proactively identifying scope misalignments and driving resolution.
• Oversee project resource allocation to ensure appropriate staffing and capacity planning.
• Conduct weekly team and project meetings to track progress, resolve blockers, and ensure alignment with customer objectives.
• Validate project timelines against TS scope and commitments, ensuring risks are escalated and managed effectively.
• Maintain and update Asana (or equivalent) for project and resource management, ensuring accuracy and visibility across teams.
• Confirm resource assignments and highlight any limitations of scope or capacity to stakeholders.

Team Leadership & Development

• Manage and mentor Technical Services team members, providing both guidance and direction.
• Track performance goals, conduct regular reviews, and foster professional growth and development.
• Promote a culture of accountability, collaboration, and innovation within the Technical Services team.
• Provide leadership in complex customer engagements, guiding the team through technical and organizational challenges.

Cross-Functional Collaboration & Strategy

• Partner with Professional Services leadership to drive regional strategies and ensure consistent delivery practices.
• Work with cross-functional leaders (e.g., Sales, Customer Success, Product, Engineering) to align on customer priorities and ensure cohesive project rollouts.
• Influence and unify stakeholders across levels of the organization to drive scalable business outcomes.

Thought Leadership & Customer Engagement

• Participate in workshops, executive meetings, and technical deep dives to build strong cross functional relationships.
• Stay current with company solutions, industry trends, and emerging technologies to drive innovation in customer engagements.

Qualifications & Experience

• 3+ years managerial experience in leading enterprise technical resources within Professional Services setting in a SaaS environment.
• 5+ years of technical implementation/solutioning experience in areas such as APIs, integrations, enterprise platforms, or solution architecture.
• Bachelor's degree in computer science, related field.
• Ability to work independently and as a member of a team while leading & mentoring.
• Strong stakeholder management and cross-functional collaboration abilities.
• Excellent communication, presentation, and interpersonal skills. Fluency in English.
• Understanding of data storage technologies/databases. Ex- MongoDB, MySQL.
• Experience in troubleshooting technical issues via Graylogs, Kibana.
• Working knowledge of at least one object-oriented programming language such as: Java, Groovy, JavaScript, Node.js, Python.
• Familiarity with project/resource management tools (e.g., Asana, Jira, Financial Force, Rocketlane).