Engagement Manager in Sydney

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.

As Engagement Manager, you will shape and drive Sprinklr Professional Services opportunities across new and existing accounts by closely partnering with Sales, Services, and Partner teams. You will act as a trusted advisor to customers, advising on Sprinklr Services offerings including implementation, managed services, training, and ongoing support.

You will lead the end-to-end services sales process during pre-sales, developing delivery proposals, defining Statements of Work, and structuring commercial offers. The focus is on ensuring successful deployment and enabling long-term value realisation from Sprinklr’s platform. The role requires strong commercial judgement, solution design capability, and the ability to align customer business outcomes with Sprinklr’s services model. You will also be accountable for managing services pipeline, forecasting, and delivering commercially sound proposals aligned to margin expectations.

Main Responsibilities:

• Partner with Sales teams across ANZ to scope and position services and support offerings for both new and existing customers, with a strong focus on Contact Centre and CCaaS solutions.
• Engage customers to understand business requirements and design integrated services solutions aligned to their operating model and long-term transformation goals.
• Develop proposals and respond to RFPs/RFIs, positioning Sprinklr deployment strategies that drive early adoption and sustained value.
• Lead executive-level services conversations with customer stakeholders across Australia and New Zealand, both virtually and onsite.
• Capture both business and technical requirements during pre-sales to inform successful delivery outcomes.
• Build commercial proposals that balance customer needs with profitability, leveraging Sprinklr and partner delivery models.
• Define Statements of Work including scope, timelines, effort estimates, and measurable business outcomes.
• Partner with Sales on deal strategy, close plans, and negotiations with procurement and legal teams.
• Collaborate with internal stakeholders across Customer Success, Delivery, Product, and Partners to ensure delivery alignment and sign-off.
• Build and maintain strong relationships with key customer stakeholders to drive expansion and services growth.
• Manage Services pipeline, maintain forecast accuracy, and support regional revenue reporting.

Desired Skills and Experience:

• Experience in services sales, professional services delivery, or business development within enterprise SaaS environments.
• Strong understanding of ANZ enterprise customers and buying processes, including procurement and commercial frameworks.
• Proven ability to operate in a matrixed, regional environment across Sales, Delivery, and Partner teams.
• Experience with contact centre, CCaaS, or customer experience platforms is highly preferred.
• Strong commercial acumen with experience building proposals, Statements of Work, and pricing models.
• Excellent communication and presentation skills, comfortable engaging with senior stakeholders.
• Ability to work independently, manage competing priorities, and operate with a high level of ownership.
• Detail-oriented with a practical, solution-focused mindset.
• Strong relationship-building skills with both customers and internal teams.
• Bachelor’s degree or equivalent experience.
• Full working rights in Australia or New Zealand.

What success looks like in ANZ:

• Wins and expands services opportunities across key ANZ accounts.
• Builds trusted advisor relationships with enterprise customers.
• Delivers commercially sound deals aligned to regional targets.
• Drives strong alignment between Sales and Delivery, reducing friction post-sale.
• Supports scalable, repeatable services models suited to the ANZ market.

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.

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.

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.