Lead Platinum Support Account Manager

🕒 Agosto 4

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Sprinklr

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

Fundada em 2010

💼 Consultoria

📣 Marketing

☁️ SaaS

Consulting • Marketing • SaaS

A Sprinklr é uma provedora líder de software empresarial para gestão da experiência do cliente. Oferece uma plataforma unificada que integra diversos canais digitais e sociais para otimizar o engajamento do cliente e as iniciativas de marketing. Os principais produtos incluem Sprinklr Service, Sprinklr Social, Sprinklr Insights e Sprinklr Marketing, com foco em aprimorar o atendimento ao cliente, as interações em redes sociais e as campanhas de marketing. A plataforma utiliza tecnologia de IA para fornecer insights em tempo real, agilizar fluxos de trabalho e aumentar a produtividade. Confiada por algumas das marcas mais valiosas do mundo, a Sprinklr busca oferecer experiências do cliente consistentes e excepcionais em todos os pontos de contato.

Descrição

• Serve as the technical voice of the customer and advocate for clients when escalating product issues • Monitor resolution times for assigned support cases and ensure adherence to SLAs • Become an expert on each client's custom implementation and resolve configuration-related issues without engineering intervention • Conduct regular customer case reviews covering ticket trends, product pain points, and outstanding issues • Collaborate with account team members, Sales, Customer Success, Services, support, and engineering • Attend escalation bridge calls and work directly with customers and engineering to expedite resolution • Plan and execute important customer events with the Success/MS team • Prepare regular reports highlighting customer health index and action plans • Share new product feature insights and plan release readiness with customers • Debug critical issues with support and engineering teams • Ensure the highest standard of service delivery to platinum customers • Perform business analysis, functional specification, system design, platform configuration, testing, training, and operational housekeeping • Provide social insights and recommendations supporting clients' business practices • Design and configure Sprinklr solutions according to requirements, best practices, use cases, and platform functionality • Provide consulting advice throughout project implementation

🎯 Requisitos

• Fluent in both English and Spanish • Experience deploying voice and non-voice contact center applications, including Genesys Engage, Amazon Connect, Cisco Webex Contact Center, RingCentral, Vonage, Nice CXone, Talkdesk, or Avaya OneCloud • Strong customer interpersonal skills and willingness to serve customers across various time zones • Ability to work normal business hours in Mexico; occasional Saturday or Sunday work bi-monthly may be required • Knowledge of TCP/IP, VoIP, UDP, SIP, RTP, SRTP, WebRTC, and audio processing • Knowledge of CTI, voice recording products, VoIP, dialers, ACD, IVR, SBC, video conferencing, IM, voicemail, DID, carriers, and SIP • Knowledge of UCaaS, CPaaS, cloud, contact center platforms, Microsoft Teams integrations, and analysis tools such as Wireshark • Familiarity with Salesforce Service Cloud or similar CRM, knowledge-base systems, and customer portals • At least 2 years' experience with telecom, call center integration, and VoIP, including developing and deploying code interacting directly with SIP protocols and RTP packets • 3+ years' experience supporting software and services and/or account management focused on long-term relationships and client satisfaction • Strong analytical, problem-solving, data analysis, communication, and customer service skills • Ability to rapidly learn new technical skills • Self-motivated, takes initiative, and assumes ownership • Ability to work in a highly collaborative, fast-paced environment • Spanish or Portuguese fluency at professional or native/bilingual level, verbal and written • Bachelor's degree required or equivalent combination of experience and training

🏖️ Benefícios

• Voluntary healthcare coverage for employees and families where applicable • Paid time off • Open Mentoring Program • Flexible remote work arrangement