Lead Platinum Support Account Manager

Sprinklr; India; On-site; INR 1,200,000 - 1,900,000; Full time

Job summary

Sprinklr is seeking a Platinum Support Account Manager to serve as the primary technical contact for large, complex customers. You will collaborate with program managers and executives to deliver exceptional support, act as the internal escalation point, and ensure platform performance, configurations, and enhancements meet customer expectations.

You will engage with Sales, Customer Success, and Services to resolve issues, plan critical events, and provide regular health reports.

Qualifications

• Strong analytical and problem-solving skills.
• Fluent in English with excellent written and verbal communication.
• Graduation from Tier-1 College; comfortable operating in a fast-paced enterprise environment.
• Ability to manage complex, multi-stakeholder relationships across time zones.

Responsibilities

• Serve as the technical voice of the customer and advocate for clients’ needs when escalating product issues.
• Be the expert on the client’s custom implementation and resolve setup issues without engineering intervention.
• Hold regular Case Review meetings with customer contacts to track trends and opportunities for product improvements.
• Collaborate with account team members to address reported issues and support their efforts.
• Attend bridge calls and work with customer and engineering for expedited resolutions.
• Plan and execute events for customers with success/MS teams.
• Prepare reports highlighting customer health and action plans to improve outcomes.
• Share insights on new product features and release readiness with customers.

Skills

Strong analytical skills

Excellent communication

Fluent in English

Customer handling

Team collaboration

Education

Graduation from Tier-1 College

Tools

Genesys Engage

Amazon Connect

Cisco Webex Contact Center

RingCentral

Job description

Job Description

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.

What will you do

The CCaaS Platinum 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 also acts as an internal escalation point, collaborating with Sales, Customer Success & 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 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.
• 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.
• 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 plat of action to improve.
• Share regular insights into new product features with customer
• Discuss and plan release readiness with customer to meet customer expectations and ensure faster resolution on release related issues.
• Closely monitor TTR for all support cases from your accounts and always ensure adherence to SLA.
• 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.
• Expertise in business analysis, functional specification, system design, platform configuration, testing, and training while assisting in operational housekeeping. This includes:
  • 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, adhering to primary business use cases and platform functionalities
  • Perform health checks of existing customers in need of platform upgrades and suggest solutions based on best practices and client needs.
  • Provide consulting advise to clients about Sprinklr platform during different phases of project implementation

What makes you qualified

• Strong analytical and problem-solving skills.
• Fluent in English
• Excellent communication skills, both written and verbal.
• A drive to dig into the details of a system or process to solve customer problems.
• 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.
• Graduation from Tier-1 College.
• Strong customer handling skills and willingness to serve customers across various time zones. This role will be predominantly to support our U.S based customers so the candidate is expected to support U.S time zones. Occasionally work on weekends may be required as per business needs.

Technical Skills

• Experience deploying Voice and Non-Voice Contact center applications like Genesys Engage, Amazon Connect, Cisco Webex Contact Center, Ring Central etc.
• Good Knowledge of Voice protocols like TCP/IP, VOIP, UDP, SIP, RTP, SRTP, WebRTC, audio processing
• Should have knowledge in CTI or Voice recording products
• Experience on 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