Enterprise CCaaS Support Lead - Remote

Sprinklr; Texas; Hybrid; USD 74,000 - 124,000; Full time

Benefits offered by this job

401k with company contributions

Paid time off

Holidays

Caregiver and parental leaves

Health, dental, vision coverage

Life and disability insurance

Job summary

Sprinklr is seeking a dedicated Support Account Manager on the Platinum Support Team to be the primary technical contact for large enterprise customers.

You will collaborate with Sales, Customer Success, Engineering & Services to resolve issues, monitor SLA adherence, and ensure optimal platform performance for clients. Strong knowledge of databases, Java, APIs, and logging tools is essential.

Qualifications

• Experience with databases (MongoDB, SQL, Elasticsearch).
• Experience with logging tools (GrayLog, Kibana, Grafana).
• Experience with API development and data integration.
• Understanding of Java and JavaScript and ability to troubleshoot issues.
• At least three years' experience with enterprise social media strategy and client relationships.

Responsibilities

• Serve as the technical voice of the customer and advocate for client needs when escalating product issues.
• Monitor time to resolve for assigned cases and ensure SLA adherence.
• Resolve issues related to client setups that do not require engineering intervention.
• Meet with client contacts for case reviews and share trends and action plans.
• Prepare regular reports on customer health and action plans for improvements.
• Share insights on new product features to customers and discuss release readiness.

Skills

Analytical thinking

Problem solving

Excellent communication

Self-motivated

Team collaboration

Customer service orientation

Ability to learn quickly

Bachelor's degree or equivalent

Education

Bachelor's degree or equivalent

Tools

MongoDB

SQL

Elasticsearch

GrayLog

Kibana

Grafana

Java

JavaScript

Job description

Sprinklr is seeking a dedicated Support Account Manager on the Platinum Support Team to be the primary technical contact for large enterprise customers.

You will collaborate with Sales, Customer Success, Engineering & Services to resolve issues, monitor SLA adherence, and ensure optimal platform performance for clients. Strong knowledge of databases, Java, APIs, and logging tools is essential.