Sprinklr

Responsibilities and deliverables

• Led end-to-end implementations, expansions and optimizations of 3 to 6 Sprinklr modules per client, coordinating distributed cross-functional teams of 1 to 12 professionals.
• Delivered solutions across Social Media, Digital Customer Care, CCaaS, Knowledge Base, Social Listening, Benchmarking, Location Insights, conversational AI and bots.
• Managed the complete delivery lifecycle, including client onboarding, kickoff, discovery, business and technical requirements, planning, implementation, go-live, hypercare and structured handover to Customer Success.
• Worked closely with Solution Architects, Account Executives and technical teams to translate client requirements and Statement of Work commitments into scope, schedules, resource plans, dependencies and delivery priorities.
• Managed budgets, schedules, risks, scope changes, resources and executive communication using Asana and Smartsheet, applying PMBOK-based governance and hybrid delivery methods.
• Led high-visibility international projects, including the Paramount+ rollout across 11 markets, a global BYD implementation launched in Brazil and expanded to Mexico, the United States and Europe, and Location Insights projects for CCR S.A.
• Coordinated API and legacy-system integrations, including an AI chatbot integrated with BYD's CRM based on customer interactions.
• Managed client engagement and satisfaction throughout the project lifecycle, anticipating delivery and relationship risks and leading escalations when required.
• Supported consultative pre-sales activities for strategic opportunities, contributing to scope definition and delivery feasibility.
• Achieved approximately 85% of projects delivered within the agreed timeline.

Key achievements

Rolled out Paramount+ across 11 markets and implemented BYD globally, with approximately 85% of the portfolio delivered on time.

Brands served

• BAL

Project types

• Enterprise SaaS
• CXM and CCaaS
• Global rollout
• Hybrid delivery