Principal Product Marketing Manager - Contact Centre/CCaaS

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