Senior Platinum Support Account Manager

🔥 1 minute ago

⛰️ Colorado, Texas – Remote

⛰️ Colorado – Remote 🤠 Texas – Remote

💵 $74k - $124k / year

⏰ Full Time

🟠 Senior

💰 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 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

🎯 Requirements

• 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

🏖️ Benefits

• 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