Senior Platinum Support Account Manager

🕒 6 dias atrás

⛰️ Colorado, Texas – Remoto

⛰️ Colorado – Remote 🤠 Texas – Remote

💵 $74.000 - $124.000 / ano

⏰ Tempo Integral

🟠 Sênior

💰 Gerente de Contas

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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 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 • Work on databases (MongoDB, SQL, Elastic search) for campaign data analysis and troubleshooting • Troubleshoot and resolve Java servlet exceptions, verify stack traces, and utilize logging tools (GrayLog, Kibana, Grafana) for monitoring and debugging • Attend bridge calls for escalated issues • 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

🎯 Requisitos

• At least three years' experience with global enterprise social media strategy development, management and execution • 3+ years demonstrated experience supporting software and services and/or account management focusing on nurturing long-term relationships and maintaining high client satisfaction • Understanding of development, implementation, and management of advertising campaigns, creative contents, channel dynamics, audience insights, KPIs/benchmarks across multiple social media platforms • Strong knowledge of the latest trends and best practices in digital marketing and advertising technologies • Proficiency in digital marketing, advertising, creative strategies and tools • Experience with databases (MongoDB, SQL, Elasticsearch) • Experience with third-party integrations (Adobe, DCM, DV360, Google Adwords, GA4, etc.) • Understanding of Java, JavaScript, and ability to troubleshoot Java servlet exceptions • Experience with logging tools (GrayLog, Kibana, Grafana) • Experience in API development, handling campaigns on social media platforms, mobile apps, and devices • Familiarity with channel API documentation around integration and optimization of campaigns • Bachelor's degree required or equivalent combination of experience and training

🏖️ Benefícios

• Voluntary healthcare coverage in countries where applicable • Paid time off to recharge and spend time with loved ones • 401k plan with 100% vested company contributions • Flexible paid time off • Holidays • Generous caregiver and parental leaves • Life and disability insurance • Health benefits including medical, dental, vision, and prescription drug coverage