Enterprise Platinum Support Manager - Equity Options

Sprinklr Inc.; Colorado; Hybrid; USD 74,000 - 124,000; Full time

Benefits offered by this job

401k with company contributions

Generous paid time off

Health benefits included

Job summary

Sprinklr Inc. is seeking a Platinum Support Account Manager to serve as the primary technical contact for its largest enterprise customers.

You will collaborate with Sales, Customer Success, Engineering and Services to resolve issues, manage escalations, and maintain high client satisfaction. You will monitor SLA adherence, own the client's implementation details, run data analyses using MongoDB/SQL/Elasticsearch, and provide insights on product features and release readiness to ensure optimal

Qualifications

• Experience with global enterprise social media strategy development, management and execution.
• Strong knowledge of the latest trends in digital marketing and advertising technologies.
• Proficiency in digital marketing, advertising, and analytics tools.
• Experience with databases (MongoDB, SQL, Elasticsearch).
• Experience with third-party integrations for data onboarding.
• Understanding of Java, JavaScript and troubleshooting Java servlet exceptions.
• Experience with logging tools (GrayLog, Kibana, Grafana).
• Experience in API development and social campaigns across platforms.
• At least three years' experience with enterprise social media strategy.
• Experience in Web technologies, CRM or SaaS platforms.
• Excellent communication and problem-solving skills.

Responsibilities

• Serve as the technical voice of the customer and advocate for client needs when escalating product issues.
• Closely monitor total time to resolve for assigned cases and ensure SLA adherence.
• Be an expert on the client’s custom implementation and resolve issues without engineering intervention.
• Meet regularly with customer contacts for case reviews.
• Identify trends in support tickets and reduce pain points in product use.
• Work on databases (MongoDB, SQL, Elasticsearch) for data analysis and troubleshooting.
• Troubleshoot Java servlet exceptions and utilize logging tools for monitoring.
• Attend bridge calls for escalated issues and coordinate with engineering for resolution.
• Plan and execute important events for customers with Success/MS teams.
• Prepare regular reports on customer health and action plans for improvement.
• Share insights into new product features with customers and discuss release readiness.
• Provide consulting on Sprinklr solutions to meet client needs and best practices.
• Provide social, advertising insights and recommendations to support client business practices.

Skills

Enterprise social strategy

Digital marketing

Java / JavaScript debugging

Data analysis

Customer communication

Problem solving

Collaboration

Education

Bachelor's degree

Tools

MongoDB

SQL

Elasticsearch

GrayLog

Kibana

Grafana

Java servlet debugging

Job description

Sprinklr Inc. is seeking a Platinum Support Account Manager to serve as the primary technical contact for its largest enterprise customers.

You will collaborate with Sales, Customer Success, Engineering and Services to resolve issues, manage escalations, and maintain high client satisfaction. You will monitor SLA adherence, own the client's implementation details, run data analyses using MongoDB/SQL/Elasticsearch, and provide insights on product features and release readiness to ensure optimal