Senior Bilingual Platinum Support Account Manager

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

Descripción de la vacante

Sprinklr is a leading AI-native Unified-CXM platform serving 1,900+ enterprises worldwide. The Platinum Support Account Manager acts as the main technical contact for our largest customers, coordinating with Sales, Customer Success and Services to resolve issues and optimize platform performance.

You will deliver strategic guidance during projects, manage escalations, and ensure superior client service across time zones, often supporting U.S.

Formación

• Must be fluent in English and Spanish.
• Two+ years in telecom, contact center integration, and VoIP.
• Experience supporting large enterprise customers.

Responsabilidades

• Serve as the technical voice for clients and advocate for needs during issue escalation.
• Monitor resolution times and ensure adherence to SLAs for assigned accounts.
• Be the internal escalation point and coordinate with Sales, CS & Services.
• Prepare regular health and action reports for stakeholders.

Conocimientos

Client advocacy

SLA management

Cross-team collaboration

Advanced troubleshooting

Relationship building

Educación

Bachelor's degree or equivalent

Herramientas

Genesys Engage

Amazon Connect

Cisco Webex Contact Center

Salesforce Service Cloud

Wireshark

Descripción del empleo

Sprinklr is a leading AI-native Unified-CXM platform serving 1,900+ enterprises worldwide. The Platinum Support Account Manager acts as the main technical contact for our largest customers, coordinating with Sales, Customer Success and Services to resolve issues and optimize platform performance.

You will deliver strategic guidance during projects, manage escalations, and ensure superior client service across time zones, often supporting U.S.