Platinum Support Account Manager - Lead

Sprinklr; London; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading enterprise software company in London seeks a Platinum Support Account Manager to provide technical support for high-value clients. The role entails collaborating with customers, managing escalations, and ensuring optimal service levels. Ideal candidates will excel in problem-solving and communication, possessing experience in contact center applications and VoIP systems. Competitive benefits and a commitment to a diverse workplace are offered.

Benefits

Comprehensive health plans

Well-being programs

Financial protection

Qualifications

• Strong analytical and problem-solving skills.
• Excellent communication skills.
• Detail-oriented with a drive to solve customer problems.
• Willingness to learn new technical skills.
• Ability to work collaboratively in a fast-paced environment.

Responsibilities

• Serve as the technical voice of the customer and advocate for their needs.
• Collaborate with account teams to address customer issues.
• Prepare reports on customer health and action plans.
• Ensure high service standards for platinum customers.

Skills

Analytical and problem-solving skills

Excellent communication skills

Detail-oriented

Customer handling skills

Proactive and self-motivated

Tools

Genesys Engage

Amazon Connect

Cisco Webex Contact Center

Salesforce Service Cloud

Job description

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Platinum Support Account Manager - Lead, London

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Client:

Sprinklr

Location:

London, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

8e7cd8b498ec

Job Views:

6

Posted:

12.08.2025

Expiry Date:

26.09.2025

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Job Description:

Description

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.

What will you do:

The CCaaS Platinum Support Account Manager is the main technical support contact serving Sprinklr’s largest and most complex customers. You will work with program managers and executive decision-makers at large enterprise brands to deliver excellent customer support. You will act as an internal escalation point, collaborating with Sales, Customer Success & Services to resolve issues, and ensure optimal client service related to platform performance, functionality, enhancements, and configuration.

Responsibilities:

• Serve as the technical voice of the customer and advocate for their needs when escalating product issues.
• Be an expert on the customer’s custom implementation and resolve issues without engineering intervention.
• Meet regularly with customer contacts for case reviews, identify trends, and deliver updates.
• Collaborate with the account team to address issues and support efforts.
• Attend bridge calls for escalated issues and work with engineering for resolution.
• Plan and execute customer events in collaboration with success/MS team.
• Prepare reports on customer health and action plans.
• Share insights into new product features with customers.
• Discuss and plan release readiness to meet customer expectations.
• Monitor TTR and ensure SLA adherence.
• Work with support/engineering teams to debug critical issues.
• Ensure high service standards for platinum customers.
• Provide business analysis, system design, configuration, testing, and training.

What makes you qualified?

• Strong analytical and problem-solving skills.
• Excellent communication skills.
• Detail-oriented with a drive to solve customer problems.
• Willingness to learn new technical skills.
• Self-motivated and proactive.
• Ability to work collaboratively in a fast-paced environment.
• Strong customer handling skills, support across timezones, support for UK customers, occasional weekend work.

Technical Skills:

• Experience with Voice and Non-Voice Contact center applications like Genesys Engage, Amazon Connect, Cisco Webex Contact Center, Ring Central.
• Knowledge of Voice protocols like TCP/IP, VOIP, UDP, SIP, RTP, SRTP, WebRTC.
• Knowledge of CTI or Voice recording products.
• Experience with VOIP, Dialer, ACD, IVR, SBC.
• Understanding of video conferencing, IM, Voicemail, DID, carriers, VOIP, SIP.
• Knowledge of UCaaS, CPaaS, Cloud, Contact Center, integrations like MS Teams, analysis tools like Wireshark.
• Familiarity with Salesforce Service Cloud or similar CRM systems, KB systems, customer portals.
• At least two years of experience with telecom, call center integration, VoIP, and related coding.

Why You'll Love Sprinklr:

We foster a culture of belonging, happiness, and contribution. We offer comprehensive health plans, well-being programs, and financial protection globally. Our mission is to enable organizations to make their customers happier, aiming to be the most loved enterprise software company. We believe in our product and our people, investing in continuous learning, well-being, and diversity. Sprinklr is an equal opportunity employer committed to diversity and inclusion.