Lead Platinum Support Account Manager

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Sprinklr

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2010

💼 Consulting

📣 Marketing

☁️ SaaS

Consulting • Marketing • SaaS

Sprinklr is a leading provider of enterprise software for customer experience management. It offers a unified platform that integrates various digital and social channels to optimize customer engagement and marketing efforts. Key products include Sprinklr Service, Sprinklr Social, Sprinklr Insights, and Sprinklr Marketing, focusing on enhancing customer service, social media interactions, and marketing campaigns. The platform leverages AI technology to provide real-time insights, streamline workflows, and improve productivity. Trusted by some of the world's most valuable brands, Sprinklr aims to deliver consistent and exceptional customer experiences across all touchpoints.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

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