- Enterprise SaaS
- Global rollout
- Platform implementation
Paramount+ Social Rollout Across 11 Markets
Fixed-scope implementation of Sprinklr Social Publishing and Engagement for Paramount+'s international markets, standardizing publishing, approval governance, and crisis controls in a single centralized workspace.
- Company
- Sprinklr
- Client
- Paramount+
- Period
- Jan 2024 – Feb 2025
- Role
- Senior Project Manager
Context
- Fixed-scope Statement of Work to implement Sprinklr Social Publishing and Engagement across Paramount+'s international markets.
- Scope covering 11 markets and their local agencies, up to 60 users, and six social channels: Facebook, Instagram, TikTok, X, YouTube, and Threads.
- Centralized implementation model in a single phase, with a client-side central decision-making team and all delivery conducted in English.
Challenge
- Standardize publishing and engagement across markets with different languages, time zones, and local agencies.
- Hold a genuinely fixed scope: integrations and custom developments were contracted as out of scope.
- Give a global brand approval governance and crisis controls before it went live.
My responsibility
- Acted as the primary point of contact between Paramount+, the local market teams, and the internal delivery team.
- Owned the project timeline, the build requirements, and the training plan agreed during discovery.
- Tracked data, resources, and project costs to ensure visibility and financial control on the engagement.
Approach and governance
- Ran the implementation through its contracted stages: plan, build, user acceptance testing, training, and post go-live optimization.
- Used discovery workshops to design a foundational build for the core markets, then reused it as the template for the remaining ones.
- Validated the configuration through defined UAT scenarios before any market was trained.
Key actions
- Ran kickoff and discovery workshops, producing the build requirements workbook, the project timeline, and the training plan.
- Delivered a centralized workspace covering 11 markets and their local agencies, with account and user groups per brand, region, country, agency, and team.
- Configured role and data governance, including six standard engagement roles and tagging permissions shared across up to 10 teams.
- Configured the message and publishing workflows: custom fields, queues, profile lists, macros, canned responses, planner and asset boards, and audience segments.
- Set up compliance governance, with tiered approval paths across 10 teams, AI compliance detection on outbound messages, and PII masking rules.
- Set up crisis mitigation, including a kill switch to stop all outbound publishing, profanity blocking, and volumetric flagging of crisis keywords.
- Delivered standard and custom reporting dashboards, custom metrics, an SLA configuration, and scheduled exports.
- Back-tagged up to two years of available historical data into the new workspace.
- Configured SAML 2.0 Single Sign-On with the client's identity provider and QA'd the user flow in staging and production.
- Ran UAT, remote end-user training in English, and post go-live optimization sessions with the market teams.
Outcome
- Centralized workspace live across 11 markets and their local agencies, serving as a reference for global delivery.
- Approval governance and crisis controls in place before go-live, including the kill switch over all outbound publishing.
- Reporting base delivered for social performance, brand health, responsiveness, and executive reporting.
- Fixed scope held: integrations and custom development stayed out, as contracted.