Description
Program Manager – Critical Customer Situations (CritSit)leads Sprinklr’s post-sale escalation program. This role oversees the end-to-end approach for high-impact customer issues, driving fast intake, executive alignment, disciplined execution, and clear communication with customers.
You will partneracrossCustomer Success, Support, Product/Engineering, Services, Sales, and leadership to resolve escalations, protect customer outcomes, and reduce risk to retention and reputation.
WhatYou’llDo
Program Ownership & Governance
Lead and refine the CritSit operating model, including intake, cadence, and closure standards
Strengthen escalation pathways and drive adoption across the field
Define and report on key program metrics, such as time to resolution and stakeholder satisfaction
Intake, Triage & Executive Alignment
Manage escalation intake with clear...