Bilingual Platinum Support Account Manager, CCaaS Expert

Sprinklr; México; Presencial; MXN 900.000 - 1.300.000; Jornada completa

Descripción de la vacante

Sprinklr is seeking a Support Account Manager on the Platinum Support Team to serve as the primary technical contact for our largest customers. You will work with program managers and executives to deliver exceptional support and ensure platform performance and configuration meet client needs.

You will collaborate with Sales, Customer Success & Services, escalate where needed, and drive customer health through meaningful insights, reporting, and proactive issue resolution across US and LatAm

Formación

• Fluent in English and Spanish with CCaaS experience.
• Experience deploying contact center applications (Genesys Engage, Amazon Connect, Cisco Webex, RingCentral, etc.).
• Bachelor's degree or equivalent combination of experience.
• 2+ years in telecom/call center integration with SIP/VoIP.

Responsabilidades

• Serve as the technical voice of the customer and advocate for client needs.
• Monitor total time to resolve cases and ensure SLA adherence.
• Be an expert on client implementations and resolve setup issues without engineering.
• Meet with customers for case reviews and discuss trends and improvements.
• Collaborate with account team to address reported issues.
• Attend bridge calls with customer and engineering for expedited resolution.
• Plan events for customers in collaboration with Success/MS teams.
• Prepare regular reports for internal stakeholders on health and action plans.
• Share insights on new product features with customers.
• Discuss release readiness to meet customer expectations.
• Debug critical issues with support/engineering teams.
• Ensure high standard of service delivery to platinum customers.

Conocimientos

CCaaS experience

Bilingual English/Spanish

Account management

SIP protocols

VoIP knowledge

Customer service

Sales collaboration

Educación

Bachelor's degree or equivalent

Herramientas

Salesforce Service Cloud

Descripción del empleo

Sprinklr is seeking a Support Account Manager on the Platinum Support Team to serve as the primary technical contact for our largest customers. You will work with program managers and executives to deliver exceptional support and ensure platform performance and configuration meet client needs.

You will collaborate with Sales, Customer Success & Services, escalate where needed, and drive customer health through meaningful insights, reporting, and proactive issue resolution across US and LatAm