customer support
Added 2 hours agoSenior Platinum Support Account Manager
at Sprinklr
India Karnataka Bangalore, IndiaOn-site
Responsibilities
- Resolve complex platform issues independently without needing engineering intervention whenever possible.
- Closely monitor support tickets to ensure strict adherence to Platinum SLAs and identify potential risks before they impact the business.
- Perform proactive hygiene by analyzing historical ticket data to identify recurring themes and working with Product Engineering to implement permanent fixes.
- Lead the creation of customer‑facing RCA documents that clearly explain complex issues, the associated technical fixes, and both short‑ and long‑term roadmap improvements in an easy‑to‑understand format.
- Operational Excellence Manage client preparedness for product updates and new releases, including testing and change management.
- Plan and execute important events for customers in collaboration with the Account team.
- Prepare internal reports on account risks, health scores, and mitigation strategies.
- Create and maintain internal Knowledge Base articles and documentation tailored to Platinum customer processes and critical/complex issues for team usability.
- Ensure the highest standard of service delivery to our platinum customers.
- Identify opportunities for product adoption, increased usage, and expansion.
- Conduct regular, scheduled Case Reviews, participate in Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs) with client stakeholders to discuss performance metrics, ticket trends, and roadmap alignment.
- Create a culture of customer obsession, with trust, teamwork, and accountability.
- Technical Support & Incident Management Take immediate ownership of critical, high‑impact issues by leading cross‑functional bridge calls across engineering, product, and other internal teams, while driving real‑time customer communication exceeding expectations to ensure rapid resolution.
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.
- Sufficient technical knowledge to roll up sleeves and assist in debugging and verifying workarounds before they reach the client.
- experience managing enterprise accounts within a SaaS environment.
- Experience with Salesforce Service Cloud or similar CRM systems, KB systems, and Customer portals for case management.
- Deep knowledge of Digital Care best practices Proven track record of leading Critical Incident Management workflows.
- experience in technical support, troubleshooting complex issues.
- Experience in Groovy and JavaScript.
- Experience analyzing logs from various tools like kibana, graylogs, wireshark etc to intercept key details.
- Exceptional written and verbal communication skills, with the ability to articulate complex technical topics to non-technical executive stakeholders.
- Desire and ability to rapidly learn a wide variety of new technical skills.
- Ability to work in a highly collaborative and fast-paced environment.
- Bachelor's degree We focus on our mission : Sprinklr was founded in 2009 to solve a big problem: growing enterprise complexity that separated brands from their customers.
- 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.
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.
Additional details
- Experience Management (Unified-CXM), empowering brands to deliver extraordinary experiences at scale — across every customer touchpoint.
- Job Description What will you do: Working on the Platinum Support Team, the Sr. Platinum Support Account Manager is the main technical support contact serving Sprinklr’s largest and most complex customers.
- 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 point of contact for clients, ensuring optimal client service as it relates to platform performance, and functionality while supporting line management and operational excellence.
- Provide real-time, executive-level updates to both customer and internal leadership teams, translating complex technical blockers into clear business impact statements and recovery timelines.
- Provide regular status updates on all open issues, following a consistent update schedule that clearly outlines current progress and next steps to ensure accurate and consistent communication with clients.
- Provide consulting advice to clients on the appropriate Sprinklr solution to meet all
- requirements based on best practices and client’s custom needs, adhering to primary business use cases and platform functionalities.
- Understand the client’s unique business needs, technical implementations, and customizations to provide proactive, tailored solutions.