SeniorFull TimeEN
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.
About the Role
As Principal Product Marketing Manager for Sprinklr Service, you will be the strategic owner of one of Sprinklr's most critical and fastest-growing business lines. Reporting to the VP of Product Marketing and embedded within the Product Marketing Center of Excellence (CoE), you will define how Sprinklr Service is positioned, differentiated, and brought to market globally. This is a senior individual contributor role that requires deep CCaaS expertise, sharp strategic instincts, and the ability to drive both global strategy and cross-functional execution at scale.
You will own the full product marketing mandate for Sprinklr Service – from foundational messaging architecture to supporting competitive intelligence, thought leadership, and GTM strategy – while working closely with Product Management, Outbound Product Marketing teams, Sales, and Marketing to ensure Sprinklr Service wins in the market.
What You'll Do
Strategic Positioning & Market Leadership:
Define and own the global positioning and messaging architecture for Sprinklr Service – articulating a differentiated "Platform + AI" narrative that resonates with Contact Center and Customer Service leaders
Set the strategic direction for how Sprinklr Service competes and wins in the CCaaS and customer service technology market
Develop and continuously evolve core value propositions, messaging pillars, and competitive differentiation strategies for the entire Service portfolio
Establish scalable GTM frameworks and positioning playbooks that Outbound Product Marketing teams can customize and execute across regions and market segments
Serve as the internal authority on the CCaaS market – bringing deep category expertise that informs product direction, sales strategy, and marketing investment
Go-To-Market Strategy & Execution:
Lead global GTM strategy for all Sprinklr Service product introductions—from 0-to-1 launches to incremental feature releases
Build and own launch playbooks, ensuring cross-functional alignment across Product, Sales, Customer Success, and Marketing
Design programmatic sales plays for Service – land motions targeting new accounts and expand motions for existing customers—in collaboration with Sales Leadership and Outbound Product Marketing teams
Own release marketing strategy for Service products, ensuring every release is translated into clear customer value narratives and market-facing communications
Market Intelligence & Thought Leadership:
Own corporate-level competitive positioning for Sprinklr Service – defining how we compete against key players in the CCaaS space
Partner with the Competitive Intelligence team to leverage market research, customer interviews, and win/loss analysis to continuously sharpen Service positioning
Build Sprinklr's authoritative voice in the CCaaS and customer service market through high-impact thought leadership – POVs, industry research, executive keynotes, analyst briefings, and strategic content
Partner with the Analyst Relations team to support Gartner, Forrester, and IDC briefings and evaluations, providing Service-specific positioning, messaging, and competitive insights
Content Strategy & Enablement Framework:
Own the comprehensive Bill of Materials (BoM) strategy for Sprinklr Service – defining content hierarchies, asset priorities, and quality standards
Develop foundational collateral that Outbound Product Marketing teams and field teams rely on: battle cards, competitive positioning, sales decks, demo scripts, use cases, ROI models, and product guides
Own Sprinklr Service's website messaging strategy and ensure consistent, differentiated positioning across all digital touchpoints
Act as the internal strategic consultant for Service-focused messaging, guiding campaign strategy, demand generation positioning, and customer communications
Cross-Functional Leadership:
Partner closely with Product Management on roadmap priorities, NPI strategy, and product narratives
Collaborate with Outbound Product Marketing teams to validate global strategies in regional markets and incorporate field intelligence into global positioning
Work with Outbound Product Marketing, and Sales Leadership to ensure Service sales plays and messaging are adopted and effective
Mentor and develop junior members of the CoE team working on Service
Represent Product Marketing in senior leadership discussions on Service business performance, competitive positioning, and market strategy
What Makes You Qualified
8–12 years of experience in Product Management/ Product Marketing, with a significant emphasis on the CCaaS, Contact Center, or Customer Service technology space
Deep understanding of current technology shifts, specifically AI, and how they inform and shape the CCaaS landscape
Deep CCaaS market expertise – you understand the competitive landscape buyer personas, and macro trends shaping the future of customer service
Proven track record of owning and scaling positioning frameworks for complex B2B SaaS products in competitive markets
Demonstrated success leading GTM strategies for enterprise customer service or contact center solutions – from launch planning to field enablement to market awareness
Strong storytelling and executive communication skills – Ability to communicate credibly with CX leaders, Sales VPs, and industry analysts
Analytical and data-driven – Comfortable making strategic decisions with market data, win/loss analysis, and competitive intelligence
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.
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