Lead Managed Services Consultant

Role Summary 
 

Lead managed services delivery for Sprinklr Community customers by owning the strategy, architecture, governance, and evolution of customer community platforms. Drive community transformation initiatives, user experience optimization, platform adoption, and operational excellence while serving as the primary advisor to customers on community best practices, digital engagement, and platform roadmap execution. 
 

What You’ll Do 

• Lead end-to-end management and optimization of Sprinklr Community platforms, ensuring scalability, performance, governance, and business alignment. 

• Design and oversee community architecture including forums, discussion boards, knowledge communities, user journeys, moderation frameworks, gamification, and engagement models. 

• Act as the primary strategic advisor for customer community initiatives, providing recommendations on platform adoption, engagement growth, governance, and operational maturity. 

• Drive requirements discovery, solution design, roadmap planning, and execution of community enhancement programs. 

• Define and implement community governance frameworks including roles, permissions, moderation strategies, content lifecycle management, and user access controls. 

• Lead root cause analysis and resolution of complex platform, workflow, configuration, and user experience issues. 

• Own community analytics, adoption reporting, engagement insights, and continuous improvement initiatives. 

• Provide leadership and guidance to consultants and technical teams supporting community operations and managed services delivery. 

• Partner with Customer Success, Product, Engineering, and customer leadership teams to ensure successful outcomes and long-term platform value realization. 

• Lead release management, platform audits, health checks, optimization reviews, and best practice assessments. 

• Oversee UI/UX strategy and front-end customization initiatives to deliver intuitive, accessible, and engaging community experiences. 

• Provide architectural guidance on API integrations, SSO, CRM connectivity, and third-party ecosystem integrations. 

• Establish reusable governance models, operational playbooks, implementation standards, and community best practices. 
   

What Makes You Qualified? 
 

Must Have Qualifications 

• 8-12 years of experience in Community Platforms, Digital Experience Platforms, Managed Services, SaaS Consulting, or Customer Engagement solutions. 

• Deep hands-on experience with Sprinklr Community or similar platforms such as Khoros, Gainsight, Salesforce Experience Cloud, Higher Logic, or Enterprise Community solutions. 

• Proven experience designing, building, launching, and managing large-scale customer community portals and online forums. 

• Strong expertise in community architecture, moderation frameworks, engagement strategies, governance models, and digital customer experiences. 

• Advanced knowledge of UI/UX principles, information architecture, user journey design, accessibility, and community experience optimization. 

• Strong understanding of HTML, CSS, JavaScript, responsive design principles, and front-end customization approaches. 

• High-level understanding of REST APIs, authentication models, SSO, webhooks, integrations, and enterprise system connectivity. 

• Experience leading customer workshops, solution design sessions, governance reviews, and executive stakeholder discussions. 

• Strong analytical, problem-solving, consulting, and customer management capabilities. 
   

Good to Have Skills 

• Experience with customer support communities, brand advocacy programs, knowledge communities, or peer-to-peer support ecosystems. 

• Exposure to SEO, search optimization, content strategy, and digital engagement best practices. 

• Understanding of CRM platforms, customer support ecosystems, and customer experience technologies. 

• Experience managing globally distributed communities and enterprise-scale engagement programs. 

• Program management and service delivery leadership experience within managed services organizations. 
   

Who You Are 

• A strategic consultant with deep expertise in customer communities and digital engagement platforms. 

• Passionate about building world-class community experiences that drive adoption, engagement, and business outcomes. 

• Comfortable engaging with both executive stakeholders and technical teams. 

• A thought leader who combines consulting, technical, operational, and design expertise to deliver customer success. 

• Driven by continuous improvement, innovation, and long-term customer value realization. 
   

What Success Looks Like 

• Highly engaged, scalable, and well-governed customer communities. 

• Strong customer satisfaction, adoption, and business value realization. 

• Successful execution of strategic community transformation and optimization initiatives. 

• Improved user experience, engagement metrics, and operational efficiency. 

• Trusted advisor status with customer leadership and key stakeholders. 

• Consistent delivery of managed services KPIs, governance objectives, and platform growth outcomes.