customer support
Posted 19 hours agoSr. Platinum Support Account Manager
at Sprinklr
United States Colorado, United StatesRemote
Responsibilities
- Closely monitor total time to resolve for your assigned customer support cases and always ensure adherence to SLAs.
- Troubleshoot and resolve Java servlet exceptions, verify stack traces, and utilize logging tools (GrayLog, Kibana, Grafana) for monitoring and debugging.
- 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.
- Discuss and plan release readiness to meet customer expectations and ensure faster resolution on release related issues.
- Create a culture of customer obsession, with trust, teamwork, and accountability.
- Serve as the technical voice of the customer and advocate for your clients’ needs when escalating product issues.
Requirements
- Sprinklr is the definitive, AI-native platform for Unified Customer
- By combining human instinct with the speed and efficiency of AI, Sprinklr helps brands earn trust and loyalty through personalized, seamless, and efficient customer interactions.
- Job Description Working on the Platinum Support Team , the Support Account Manager is the main technical support contact serving Sprinklr’s largest and most complex customers.
- Work on databases (MongoDB, SQL, Elastic search) for campaign data analysis and troubleshooting.
- What makes you qualified? 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 including channel API documentation and API development.
- 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.) for data onboarding. 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.
- experience with global enterprise social media strategy development, management and execution
- experience supporting software and services and/or account management focusing on nurturing long-term relationships and maintaining high client satisfaction
- Experience in Web technologies, CRM or SaaS platforms and digital marketing experience in social platforms.
- Understand & excel in deciphering technical aspects like – Graylogs, Kibana, API Browser, Query Executor, Restricted Curls, Runner Logs 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 Bachelor's degree required or equivalent combination of
- Today, Sprinklr has a unified, AI-native platform for four product suites: Sprinklr Service, Sprinklr Social, Sprinklr Marketing, and Sprinklr Insights.
- Sprinklr is here to do three things: Lead a new category of enterprise software that we call Unified-CXM.
Experience
- 3+ years demonstrated
Benefits
- Our vision was clear: to unify fragmented teams, tools and data — helping large organizations build deeper, more meaningful connections with the people they serve.
- We offer you and your family voluntary healthcare coverage in countries where applicable.
- We believe it is important to take time off – it is essential for your mental and physical wellbeing.
- We provide Sprinklrites with paid time off to recharge and spend time with loved ones.
- JOB REQ COMPENSATION RANGE $74,000 - $124,000 The base salary range for this role is shown above.
- At Sprinklr, base pay depends on multiple individualized factors, including experience, qualifications, job-related knowledge and skills, and geographic location.
- Base pay is only one part of our competitive Total Rewards package: the successful candidate may also be eligible to participate in Sprinklr’s discretionary bonus plan, commission plan, and/or equity plan, depending on role.
- benefits package as well, which demonstrates our commitment to our employees’ health, well-being, and financial protection. The US-based
- benefits include a 401k plan with 100% vested company contributions, flexible paid time off, holidays, generous caregiver and parental leaves, life and disability insurance, and health
- benefits including medical, dental, vision, and prescription drug coverage.
Additional details
- Experience Management (Unified-CXM), empowering brands to deliver extraordinary experiences at scale — across every customer touchpoint.
- 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, Engineering & 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 optimization while supporting line management and operational excellence.
- 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.
- Attend bridge calls for escalated issues and work directly with the customer and engineering for expedited resolution.
- Share regular insights into new product features with your customers ensuring highest standard of service delivery.
- Expertise in business analysis, functional specification, system design, platform configuration, testing, and training while assisting in operational housekeeping.