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Customer Program Manager - Enterprise CXM Organisation

Gurgaon Permanent INR4,000,000 - INR8,000,000 per year View Job Description
Develop and execute a strategic plan for customer delivery, aligning with Sprinklr's overall business objectives. \Oversee the end-to-end delivery of R&D projects to customers, ensuring timelines, budgets, and quality standards are met.
  • Work as a CPM with a leading AI Powered CXM Product Organisation
  • Work in a highly collaborative client-facing cross functional role

About Our Client

This leading enterprise software company specializes in customer-facing solutions. With its advanced AI-driven Unified-Customer Experience Management (Unified-CXM) platform, it enables organizations to deliver consistent, personalized customer interactions across all modern channels. Headquartered in New York City with a global presence, the company supports a wide range of top brands, including over half of the Fortune 100, by uniting teams and enhancing customer satisfaction

Job Description

  • Design and implement strategic plans for delivering customer solutions, aligning with the company's broader objectives.
  • Manage the full lifecycle of R&D projects for customers, ensuring timelines, budgets, and quality standards are consistently met.
  • Advocate for the customer experience, monitoring their engagement and the value they gain from the company's solutions.
  • Serve as an intermediary between clients and the R&D team, fostering clear communication on project goals and expectations.
  • Collaborate with R&D to tailor SaaS solutions according to individual customer needs.
  • Set up and maintain governance frameworks for projects, covering regular updates, risk management, and issue resolution.
  • Identify risks and challenges in customer delivery initiatives and develop strategies to mitigate them.
  • Work closely with cross-functional departments (e.g., Sales, Product, Engineering) to ensure alignment and support for client initiatives.
  • Partner with Product Management to share customer insights that can inform product improvements and new features.
  • Gather and review customer feedback on delivered solutions, ensuring this input is shared with R&D for future enhancements.
  • Implement changes and updates based on client feedback to optimize product offerings.
  • Provide regular, detailed updates to R&D leaders and stakeholders on project status and outcomes.
  • Continuously seek ways to enhance delivery processes, tools, and methodologies.



The Successful Applicant

  • Bachelor's degree in information technology, computer science, or a closely related field; advanced degree preferred.
  • Over 10 years of experience in program management, analytics, or related roles within the tech industry.
  • Demonstrated success in managing large-scale customer implementations and complex projects, with a focus on analytics and product management.
  • Project management certifications like PMP or PMI-ACP are advantageous.
  • Skilled in data analytics tools and techniques.
  • In-depth understanding of contact center technologies, including CRM, telephony, IVR, and omnichannel platforms.
  • Strong leadership background with a track record of guiding and developing high-performing teams.
  • Excellent interpersonal and communication skills, with an ability to influence and build relationships with senior leadership.
  • Expertise in customer experience management, social media, digital transformation, and analytics.
  • Experience with BI tools is essential.
  • Strong cross-functional collaboration and analytical skills.
  • Flexible problem-solver with an agile mindset.
  • Ability to manage multiple projects with strong attention to detail.
  • Results-oriented and metrics-focused, proficient in tools like JIRA for creating data-driven insights.
  • Strong negotiation skills.
  • Experience building and leading cross-functional, multinational teams.
  • Advocate for innovation.



What's on Offer

The clients employee centric mission is to cultivate a workplace culture where everyone feels a sense of belonging, experiences personal growth, and knows their contributions are valued. They are deeply committed to the well-being of the team. For full-time employees, they offer a variety of health plans, wellness programs, and financial support options designed to support both global and local needs, providing security for you and your family

Quote job ref
JN-112024-6584811

Job summary

Function
Information Technology
Sub Sector
IT Project & Programme Management
What is your area of specialisation?
Technology & Telecoms
Location
Gurgaon
Job Type
Permanent
Job Reference
JN-112024-6584811

Diversity & Inclusion at Michael Page

We don't just accept difference - we celebrate it. We encourage applicants from all backgrounds to apply for this role and are committed to building inclusive, diverse workplaces where everyone can thrive. If you require any support or reasonable adjustments during the recruitment process, please let us know.

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