[Hiring] Lead Platinum Support Account Manager @Sprinklr

Role Description

Working on the Platinum Support Team, the Support Account Manager is the main technical support contact serving Sprinklr’s largest and most complex customers. We work with program managers and executive level decision makers at large enterprise brands to deliver excellent customer support experience. The PSAM also acts as an internal escalation point, collaborating with Sales, Customer Success & Services to resolve issues.

The PSAM ensures optimal client service as it relates to platform performance, functionality, enhancements, and configuration while supporting line management and operational excellence.

Responsibilities:

• Serve as the technical voice of the customer and advocate for your clients’ needs when escalating product issues.
• Closely monitor total time to resolve for your assigned customer support cases and always ensure adherence to SLAs.
• Be an expert on the Client’s custom implementation and be able to resolve issues pertaining to their setup that doesn’t require engineering intervention.
• Meet regularly with your customer contacts for case reviews, covering trends in support tickets and opportunities to reduce pain points.
• Collaborate regularly with other members of the account team to address reported issues and support their efforts.
• Attend bridge calls for escalated issues and work directly with the customer and engineering for expedited resolution.
• Plan and execute important events for customers in collaboration with Success/MS team.
• Prepare regular reports for internal stakeholders for all your accounts to highlight customer health index and plan of action to improve.
• Share regular insights into new product features with your customers.
• Discuss and plan release readiness to meet customer expectations and ensure faster resolution on release related issues.
• Roll up your sleeve and work with support/engineering teams to debug critical issues reported by your accounts.
• Ensure the highest standard of service delivery to our platinum customers.
• Provide social insights and recommendations to support clients’ business practices.
• Design and configure the appropriate Sprinklr solution to meet all requirements based on best practices and client’s custom needs.
• Provide consulting advice to clients about Sprinklr platform during different phases of project implementation.

Qualifications

• Experience deploying Voice and Non-Voice Contact center applications like Genesys Engage, Amazon Connect, Cisco Webex Contact Center, RingCentral, Vonage, Nice CXone, Talkdesk, Avaya OneCloud, etc.
• Strong customer interpersonal skills, and willingness to serve customers across various time zones.
• Good Knowledge of Voice protocols like TCP/IP, VOIP, UDP, SIP, RTP, SRTP, WebRTC, audio processing.
• Knowledge in CTI or Voice recording products, VOIP, Dialer, ACD, IVR, SBC.
• Exposure and understanding of video conferencing, IM, Voicemail, DID, carriers, knowledge of VOIP and SIP.
• Knowledge of UCaaS, CPaaS platform, Cloud, Contact Center, Integrations like MS teams, and analysis tools like Wireshark.
• Familiarity with Salesforce Service Cloud or similar CRM systems, KB systems, and Customer portals for case management.
• At least two years' experience with telecom, call center integration, and VoIP.
• 3+ years demonstrated experience supporting software and services and/or account management focusing on nurturing long-term relationships and maintaining high client satisfaction.
• Strong analytical and problem-solving skills.
• Customer service orientation with a focus on exceeding expectations.
• Excellent communication skills, both written and verbal.
• Desire and ability to rapidly learn a wide variety of new technical skills.
• Self-motivated, takes initiative, assumes ownership.
• Ability to work in a highly collaborative and fast-paced environment.
• Spanish or Portuguese fluency (professional or native/bilingual, verbal and written) is a must.
• Bachelor's degree required or equivalent combination of experience and training.

Benefits

• Voluntary healthcare coverage in countries where applicable.
• Paid time off to recharge and spend time with loved ones.
• Open Mentoring Program designed to create meaningful connections that support growth.