Platinum Support Account Manager

Sprinklr is a leading enterprise software company for all customer-facing functions. With advanced AI, Sprinklr's unified customer experience management (Unified-CXM) platform helps companies deliver human experiences to every customer, every time, across any modern channel. Headquartered in New York City with employees around the world, Sprinklr works with more than 1,000 of the world’s most valuable enterprises — global brands like Microsoft, P&G, Samsung and more than 50% of the Fortune 100.

Learn more about our culture and how we make our employees happier through The Sprinklr Way.

Job Description

Must be fluent in both English and Spanish

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 ensure adherence to SLAs.
• Be an expert on the Client’s custom implementation and 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, looking for opportunities to reduce pain points in product use, and delivering updates on outstanding issues.
• Collaborate 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 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.
• 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.

What makes you qualified?

• Experience deploying Voice and Non-Voice Contact center applications like Genesys Engage, Amazon Connect, Cisco Webex Contact Center, 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.
• Knowledge in CTI or Voice recording products, VOIP, Dialer, ACD, IVR, SBC.
• Exposure and understanding of video conferencing, IM, Voicemail, DID, carriers.
• Knowledge of UCaaS, CPaaS platform, Cloud, Contact Center, Integrations like MS Teams.
• Familiarity with Salesforce Service Cloud or similar CRM systems.
• At least two years' experience with telecom, call center integration, and VoIP.
• 3+ years demonstrated experience supporting software and services and/or account management.
• 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 is a must.
• Bachelor's degree required or equivalent combination of experience and training.

Why You'll Love Sprinklr:

We're committed to creating a culture where you feel like you belong, are happier today than you were yesterday, and your contributions matter. At Sprinklr, we passionately care. For full-time employees, we provide a range of comprehensive health plans, leading well-being programs, and financial protection for you and your family.

We focus on our mission: We founded Sprinklr with one mission: to enable every organization on the planet to make their customers happier.

We believe in our product: Sprinklr was built from the ground up to enable a brand’s digital transformation.

We invest in our people: At Sprinklr, we believe every human has the potential to be amazing.

EEO - Our philosophy: Our goal is to ensure every employee feels like they belong and are operating in a judgment-free zone. We value and celebrate diversity and fervently believe every employee matters.

Sprinklr is proud to be an equal-opportunity workplace and is an affirmative-action employer.