Sr. Platinum Support Account Manager - CCaaS

Sprinklr is the definitive, AI-native platform for Unified Customer Experience Management (Unified-CXM), empowering brands to deliver extraordinary experiences at scale - across every customer touchpoint.

By combining human instinct with the speed and efficiency of AI, Sprinklr helps brands earn trust and loyalty through personalized, seamless, and efficient customer interactions. Sprinklr’s unified platform provides powerful solutions for every customer-facing team - spanning social media management, marketing, advertising, customer feedback, and omnichannel contact center management - enabling enterprises to unify data, break down silos, and act on real-time insights.

Today, 1,900+ enterprises and 60% of the Fortune 100 rely on Sprinklr to help them deliver consistent, trusted customer experiences worldwide.

Job 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.

Platinum Support Account Manager also acts as an internal escalation point, collaborating with Sales, Customer Success, Engineering & Services to resolve issues.

The PSAM also acts as the day-to-day internal escalation point, and point of contact for clients, ensuring optimal client service as it relates to platform performance, functionality, enhancements, and optimization 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. You’ll cover trends you see in support tickets, look for opportunities to reduce pain points in product use, and deliver updates on outstanding issues.

• Work on databases (MongoDB, SQL, Elastic search) for campaign data analysis and troubleshooting.

• Troubleshoot and resolve Java servlet exceptions, verify stack traces, and utilize logging tools (GrayLog, Kibana, Grafana) for monitoring and debugging.

• 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 ensuring highest standard of service delivery.

• Discuss and plan release readiness to meet customer expectations and ensure faster resolution on release related issues.

• Expertise in business analysis, functional specification, system design, platform configuration, testing, and training while assisting in operational housekeeping.

This Includes:

• Provide social, advertising, marketing insights and recommendations to support clients’ business practices.

• Provide consulting advice to clients on the appropriate Sprinklr solution to meet all requirements based on best practices and client’s custom needs, adhering to primary business use cases and platform functionalities.

What makes you qualified?

• Understanding of development, implementation, and management of advertising campaigns, creative contents, channel dynamics, audience insights, KPIs/benchmarks across multiple social media platforms.

• Strong knowledge of the latest trends and best practices in digital marketing and advertising technologies including channel API documentation and API development.

• Proficiency in digital marketing, advertising, creative strategies and tools.

• Experience with databases (MongoDB, SQL, Elasticsearch).

• Experience with third-party integrations (Adobe, DCM, DV360, Google Adwords, GA4, etc.) for data onboarding.

• Understanding of Java, JavaScript, and ability to troubleshoot Java servlet exceptions.

• Experience with logging tools (GrayLog, Kibana, Grafana).

• Experience in API development, handling campaigns on social media platforms, mobile apps, and devices. Familiarity with channel API documentation around integration and optimization of campaigns.

• At least three years' experience with global enterprise social media strategy development, management and execution

  • 3+ years demonstrated experience supporting software and services and/or account management focusing on nurturing long-term relationships and maintaining high client satisfaction

• Experience in Web technologies, CRM or SaaS platforms and digital marketing experience in social platforms.

• Understand & excel in deciphering technical aspects like - Graylogs, Kibana, API Browser, Query Executor, Restricted Curls, Runner Logs

• Strong analytical and problem-solving skills. Data analysis skills to interpret customer usage patterns and identify opportunities

• 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

• Bachelor's degree required or equivalent combination of experience and training

We focus on our mission: Sprinklr was founded in 2009 to solve a big problem: growing enterprise complexity that separated brands from their customers. Our vision was clear: to unify fragmented teams, tools and data - helping large organizations build deeper, more meaningful connections with the people they serve. Today, Sprinklr has a unified, AI-native platform for four product suites: Sprinklr Service, Sprinklr Social, Sprinklr Marketing, and Sprinklr Insights. Sprinklr is here to do three things:

• Lead a new category of enterprise software that we call Unified-CXM.

• Empower companies to deliver next generation, unified engagement journeys that reimagine the customer experience.

• Create a culture of customer obsession, with trust, teamwork, and accountability.

We believe in our product: Customers who value exceptional customer experiences have what they need on our single unified platform, built with an operating system approach on a single codebase. That means that everything - and everyone - can work together to service, respond, sell, and market to customers on the channels they prefer. While Unified Customer Experience Management (Unified-CXM) as a category is just getting started, we are well on our way to creating a no-compromise, unified approach to better customer experiences for the world’s leading enterprise brands.

We invest in our people: We offer a comprehensive suite of benefits designed to help each member of our team thrive. Sprinklr believes that you should be able to get the type of care you need for your personal well-being when you need it. We offer you and your family voluntary healthcare coverage in countries where applicable. We believe it is important to take time off - it is essential for your mental and physical wellbeing. We provide Sprinklrites with paid time off to recharge and spend time with loved ones. We want to grow our talent with purpose. Our open Mentoring Program is designed to create meaningful connections that support growth and amplify our focus.

To learn more about employee benefits by region, click here.

To learn more about all-things-Sprinklr, visit our candidate resource hub here.

EEO - Our philosophy: Our goal is to ensure every employee feels like they belong and are operating in a collaborative environment. We fervently believe every employee matters and should be respected and heard. We believe we are stronger when we belong because collectively, we’re more innovative, creative, and successful.

Sprinklr is proud to be an equal-opportunity workplace and complies with all applicable federal, state, and local fair employment practices laws. We are committed to equal employment opportunity regardless of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable law.

Reasonable accommodations are available upon request during the interview process. To request an accommodation, please work directly with your recruitment coordinator or recruiter.

JOB REQ COMPENSATION RANGE

The base salary range for this role is shown above. At Sprinklr, base pay depends on multiple individualized factors, including experience, qualifications, job-related knowledge and skills, and geographic location. Base pay is only one part of our competitive Total Rewards package: the successful candidate may also be eligible to participate in Sprinklr’s discretionary bonus plan, commission plan, and/or equity plan, depending on role.

US-based Sprinklr employees are eligible for a highly competitive benefits package as well, which demonstrates our commitment to our employees’ health, well-being, and financial protection. The US-based benefits include a 401k plan with 100% vested company contributions, flexible paid time off, holidays, generous caregiver and parental leaves, life and disability insurance, and health benefits including medical, dental, vision, and prescription drug coverage.

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If you are contacted by someone whom you suspect may not be appropriately representing Sprinklr, please do not engage and block their email or phone number immediately.