customer support
Posted 12 hours agoPlatinum Support Account Manager - Lead
at Sprinklr
India Karnataka Bangalore, IndiaOn-site
Responsibilities
- Collaborate regularly with other me m bers of the account team to address reported issues and support their efforts.
- Plan and execute important events for customers in collaboration with success/MS tea m Prepare regular reports for internal stakeholders for all your accounts to highlight customer health index and plat of action to improve.
- Share regular insights into new product features with customer Discuss and plan release readiness with customer to meet customer expectations and ensure faster resolution on release related issues.
- Closely monitor TTR for all support cases from your accounts and always ensure adherence to SLA.
- Ensure the highest standard of service delivery to our platinum customers.
- 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.
- Desire and ability to rapidly learn a wide variety of new technical skills.
- Ability to work in a highly collaborative and fast-paced environment.
- Graduation from Tier-1 College.
- Experience deploying Voice and Non-Voice Contact center applications like Gen e sys Engage, Amazon Connect, Cisco Webex Contact Center, Ring Central etc. Good Knowledge of Voice protocols like TCP/IP, VOIP, UDP, SIP, RTP, SRTP, WebRTC, audio processing Should have knowledge in CTI or Voice recording products
- Experience on VOIP, Dialer, ACD, IVR, SBC Exposure and understanding of video conferencing, IM, Voicemail, DID, carriers, knowledge of VOIP and SIP.
- Knowledge of UCaaS , CPaaS platform, C loud, Contact C enter, Integrations like MS teams, and analysis tools like Wireshark, etc. Familiar with Salesforce Service Cloud or similar CRM systems, KB systems, and Customer portals for case management At least two years'
- experience with telecom, call center integration, and VoIP, including developing and deploying code that directly interacts with SIP protocols, rtp packets, and the like.
- E xperience in Groovy and Javascript .
- 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
- Platinum Support also acts as an internal escalation point, collaborating with Sales, Customer Success & Services to resolve issues.
- 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: The CCaaS P latinum 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 e nterprise brands to deliver excellent customer support experience.
- The PSAM also acts as the day-to-day internal escalation point, and point of contact for clients, ensuring optima l client service as it relates to platform performance, functionality, enhancements, and configuration 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 does n’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.
- Roll up your sleeve and work with support/engineering teams to debug critical issues reported by your accounts.
- Expertise in business analysis, functional specification, system design, platform configuration, testing, and training while assisting in operational housekeeping.
- This includes: Provide social insights and recommendations to support clients’ business practices Design and configure the appropriate Sprinklr solution to meet all