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. 

Today, 1,900+ enterprises and 60% of the Fortune 100 rely on Sprinklr to help them deliver consistent, trusted customer experiences worldwide. 

Job Description

Engagement Manager – Professional Services (Japan)
Location: Tokyo, Japan
 

Support long-term customer success. Deliver consistent value. Build trusted partnerships.
 

Sprinklr is seeking an Engagement Manager to work with our largest enterprise customers in Japan. This role plays a key part in ensuring customers successfully adopt and realise value from Sprinklr, through well-structured service strategies and consistent delivery.
 

You will work closely with Sales, Services, and Customer Success teams, supporting customers from initial engagement through to long-term operation. The focus is on building trust, aligning to customer processes, and delivering outcomes with quality and precision.

Role purpose

• Establish a clear and effective services strategy for enterprise customers in Japan
• Ensure services are aligned with customer objectives, internal processes, and governance expectations
• Support stable delivery, long-term adoption, and continuous improvement

Key responsibilities

Customer engagement and planning

• Work closely with customers to understand business priorities, organisational structure, and decision-making processes
• Conduct structured discovery and define service approaches that align with customer expectations
• Ensure alignment with internal stakeholders before progressing to execution

Pre-sales support

• Partner with Sales to position services appropriately within enterprise deals
• Provide clear and detailed service scope, including implementation, training, and managed services
• Support customers with accurate and transparent proposal discussions

Solution design and documentation

• Prepare Statements of Work, proposals, and project plans with a high level of detail and clarity
• Ensure all documentation meets expectations for quality, completeness, and accuracy
• Translate customer requirements into realistic and achievable delivery plans

Stakeholder management

• Build long-term relationships with customer stakeholders based on trust and consistency
• Engage regularly with both business and operational stakeholders
• Communicate in a clear, structured, and respectful manner, aligned to the customer’s communication style

Internal coordination

• Work closely with global and regional teams to ensure alignment between customer needs and Sprinklr capabilities
• Ensure a smooth transition from pre-sales to delivery, with clear scope and ownership
• Maintain strong coordination across teams to minimise risk and ensure delivery quality

Governance and delivery support

• Support project governance by ensuring clear expectations, timelines, and responsibilities
• Identify risks early and escalate appropriately with structured communication
• Contribute to ongoing service improvement and account growth

Required experience

• Experience in professional services, consulting, or enterprise technology environments
• Experience working with large Japanese enterprises or complex organisations
• Strong capability in structured problem solving and solution design
• Excellent written and verbal communication skills in Japanese and English
• High attention to detail, particularly in documentation and planning
• Ability to work effectively in a global and matrixed organisation

Preferred experience

• Experience in CX, social media platforms, or enterprise SaaS
• Experience working in multinational environments supporting Japan-based customers

What success looks like

• Customers have clear understanding of service scope and delivery approach
• Strong trust established with key stakeholders over time
• Projects delivered with consistency, quality, and minimal disruption
• Risks are identified early and managed proactively
• Long-term customer relationships leading to stable growth and expansion

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. 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. 

• Empower companies to deliver next generation, unified engagement journeys that reimagine the customer experience. 

• Create a culture of customer obsession, with trust, teamwork, and accountability.

We believe in our product: Customers who value exceptional customer experiences have what they need on our single unified platform, built with an operating system approach on a single codebase. That means that everything — and everyone — can work together to service, respond, sell, and market to customers on the channels they prefer. While Unified Customer Experience Management (Unified-CXM) as a category is just getting started, we are well on our way to creating a no-compromise, unified approach to better customer experiences for the world’s leading enterprise brands. 

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. 

To learn more about employee benefits by region, click here. 

To learn more about all-things-Sprinklr, visit our candidate resource hub here. 

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. 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. 

Warning about Recruiting Scams: Please be vigilant for recruiting scams impersonating Sprinklr. Sprinklr will never ask you for money, to pay for equipment, or for unnecessary personal information during the interview process. Sprinklr will also never pay in Bitcoin or send email communications from our executives. Please review the Federal Trade Commission's advice to avoid these types of scams.

If you are contacted by someone whom you suspect may not be appropriately representing Sprinklr, please do not engage and block their email or phone number immediately.