Sprinklr

Director, Managed Services

Sprinklr

full-time

Posted on:

Location Type: Office

Location: Hamburg • Germany

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Job Level

Lead

About the role

  • Develop and implement a comprehensive vision and strategy for DACH - East services that aligns with the company’s goals and growth objectives
  • Establish scalable processes, systems, and tools to ensure consistent delivery of high-quality support
  • Oversee the day-to-day operations of the DACH services team, ensuring timely and effective resolution of customer issues
  • Drive the implementation of key metrics and KPIs to measure team performance, customer satisfaction, and operational efficiency
  • Identify and implement automation and AI solutions to enhance support productivity and reduce time-to-resolution
  • Build, mentor, and lead a high-performing support team, fostering a culture of accountability, collaboration, and continuous learning
  • Act as the voice of the customer within the organization, advocating for product improvements and bug resolutions
  • Collaborate with Product and Engineering teams to ensure customer feedback is integrated into the product development lifecycle
  • Drive continuous improvement initiatives to enhance the efficiency and effectiveness of the support function
  • Establish a clear escalation process to address critical customer issues promptly and effectively
  • Partner with Sales, Customer Success, and Implementation teams to ensure smooth handoffs and alignment on customer needs
  • Champion exceptional customer experiences by ensuring the support organization consistently delivers high-quality, empathetic, and customer-focused service.
  • Implement customer satisfaction surveys and feedback mechanisms to measure and improve the customer experience.

Requirements

  • Proven experience (10+ years) leading global support or service organizations, preferably in SaaS or technology companies
  • Strong leadership and people management skills with a track record of building and scaling high-performing teams
  • Exceptional strategic thinking and problem-solving abilities
  • Deep understanding of customer support technologies, including ticketing systems, knowledge bases, and AI-driven solutions
  • Demonstrated ability to work cross-functionally and influence without direct authority
  • Excellent communication and interpersonal skills, with the ability to engage effectively with customers, employees, and executive leadership
  • Bachelor’s degree required; advanced degree preferred.
Benefits
  • Voluntary healthcare coverage
  • Paid time off
  • Open Mentoring Program
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer support technologiesticketing systemsknowledge basesAI-driven solutionsmetricsKPIsautomationstrategic thinkingproblem-solving
Soft Skills
leadershippeople managementcommunicationinterpersonal skillscollaborationaccountabilitycontinuous learninginfluence without authoritycustomer advocacy
Certifications
Bachelor’s degreeadvanced degree