Lead Platinum Support Account Manager

Working on the Platinum Support Team the 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 Account Manager 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. 

• Closely monitor total time to resolve for your assigned customer support cases and always ensure adherence to SLAs. 

• 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 plan of action to improve. 

• Share regular insights into new product features with your customers. 

• Discuss and plan release readiness to meet customer expectations and ensure faster resolution on release related issues. 

• 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. 

- Provide consulting advice to clients about Sprinklr platform during different phases of project implementation. 

What makes you qualified? 

• Experience deploying Voice and Non-Voice Contact center applications like Genesys Engage, Amazon Connect, Cisco Webex Contact Center, RingCentral, Vonage, Nice CXone, Talkdesk, Avaya OneCloud,   etc. 

• Strong customer interpersonal skills, and willingness to serve customers across various time zones. This role will be predominantly supporting our U.S and Latam based customers, so the candidate is expected to work normal business hours in the given location. Occasionally working a Saturday or Sunday bi-monthly may be required as per business needs 

• Good Knowledge of Voice protocols like TCP/IP, VOIP, UDP, SIP, RTP, SRTP, WebRTC, audio processing 

• Knowledge in CTI or Voice recording products, 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 teams, and analysis tools like Wireshark etc 

• Familiarity with Salesforce Service Cloud or similar CRM systems, KB systems, and Customer portals for case management 

• At least two years' experience with telecom, call center integration, and VoIP, including developing and deploying code that directly interacts with SIP protocols, rtp packets 

• 3+ years demonstrated experience supporting software and services and/or account management focusing on nurturing long-term relationships and maintaining high client satisfaction 

• Strong analytical and problem-solving skills. Data analysis skills to interpret customer usage patterns and identify opportunities 

• Customer service orientation with a focus on exceeding expectations 

• Excellent communication skills, both written and verbal 

• 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 

• Spanish or Portuguese fluency (professional or native/bilingual, verbal and written) is a must 

• Bachelor's degree required or equivalent combination of experience and training