Job Description
Sprinklr is seeking a dynamic and experienced Vice President, Services – EMEA to lead and scale our EMEA Services organization. This senior leadership role is critical to driving customer satisfaction, operational excellence, and continuous improvement. As the Vice President, Services - EMEA, you will define and execute the strategy for delivering world‑class services while aligning closely with Product, Engineering, and Customer Success teams to ensure a seamless experience for our customers.
Qualifications
- Proven experience (10+ years) leading global support or service organizations, preferably in SaaS or technology companies.
- Strong leadership and people management skills with a track record of building and scaling high‑performing teams.
- Exceptional strategic thinking and problem‑solving abilities.
- Deep understanding of customer support technologies, including ticketing systems, knowledge bases, and AI‑driven solutions.
- Demonstrated ability to work cross‑functionally and influence without direct authority.
- Excellent communication and interpersonal skills, with the ability to engage effectively with customers, employees, and executive leadership.
- Bachelor’s degree required; advanced degree preferred.
Key Responsibilities
Strategic Leadership
- Develop and implement a comprehensive vision and strategy for EMEA services that aligns with the company’s goals and growth objectives.
- Establish scalable processes, systems, and tools to ensure consistent delivery of high‑quality support.
Operational Excellence
- Oversee the day‑to‑day operations of the EMEA services team, ensuring timely and effective resolution of customer issues.
- Drive the implementation of key metrics and KPIs to measure team performance, customer satisfaction, and operational efficiency.
- Identify and implement automation and AI solutions to enhance support productivity and reduce time‑to‑resolution.
Team Development and Leadership
- Build, mentor, and lead a high‑performing support team, fostering a culture of accountability, collaboration, and continuous learning.
- Ensure the team is equipped with the necessary training, tools, and resources to succeed.
Customer Advocacy
- Act as the voice of the customer within the organization, advocating for product improvements and bug resolutions.
- Collaborate with Product and Engineering teams to ensure customer feedback is integrated into the product development lifecycle.
Process Improvement
- Drive continuous improvement initiatives to enhance the efficiency and effectiveness of the support function.
- Establish a clear escalation process to address critical customer issues promptly and effectively.
Cross‑Functional Collaboration
- Partner with Sales, Customer Success, and Implementation teams to ensure smooth handoffs and alignment on customer needs.
- Work closely with the Product and Engineering teams to address complex product‑related challenges.
Customer Experience
- Champion exceptional customer experiences by ensuring the support organization consistently delivers high‑quality, empathetic, and customer‑focused service.
- Implement customer satisfaction surveys and feedback mechanisms to measure and improve the customer experience.
Benefits
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 believe it is important to take time off – it is essential for your mental and physical wellbeing. We provide Sprinklr team members 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 Statement
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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