Lead - Platinum Support Account Manager II

Sprinklr is a leading enterprise software company for all customer-facing functions. With advanced AI, Sprinklr's unified customer experience management (Unified-CXM) platform helps companies deliver human experiences to every customer, every time, across any modern channel. Headquartered in New York City with employees around the world, Sprinklr works with more than 1,000 of the world’s most valuable enterprises — global brands like Microsoft, P&G, Samsung and more than 50% of the Fortune 100.

Learn more about our culture and how we make our employees happier through The Sprinklr Way.

Job Description

Job Title: Lead - Platinum Support Account Manager (PSAM-II)

Job Description:
We are looking for a highly skilled and motivated Platinum Support Account Manager (PSAM-II) to join our Platinum Support Team. In this role, you will serve as the primary technical support contact for Sprinklr’s largest and most complex enterprise customers. You will work closely with program managers and executive-level decision-makers to ensure an exceptional customer support experience. Additionally, you will act as an internal escalation point, collaborating with Sales, Customer Success, and Services teams to resolve critical issues efficiently.

Key Responsibilities:

• Serve as the technical voice of the customer and advocate for their needs when escalating product issues.

• Proactively monitor case resolution times, ensuring strict adherence to SLAs for assigned accounts.

• Develop expertise in the client’s custom implementation, resolving issues without requiring engineering intervention.

• Conduct regular case reviews with customers, analyzing support trends, identifying pain points, and providing product updates.

• Collaborate with internal account teams to address reported issues and enhance customer experience.

• Participate in bridge calls for escalated issues, working directly with customers and engineering teams for expedited resolutions.

• Plan and execute key customer events in coordination with the Success and Managed Services teams.

• Provide internal stakeholder reports, highlighting customer health metrics and action plans for improvement.

• Share insights on new product features and release readiness, ensuring customers are well-prepared for upcoming changes.

• Troubleshoot and debug critical issues, working hands-on with support and engineering teams.

• Maintain the highest standard of service delivery for platinum customers.

• Offer social insights and strategic recommendations to enhance customer business practices.

• Design and configure Sprinklr solutions, aligning with best practices and client-specific needs.

• Provide consulting and advisory support during various phases of project implementation.

Qualifications & Requirements:

• Fluency in English and Portuguese is mandatory.

• Experience in contact center operations is required.

• Hands-on experience with Voice and Non-Voice Contact Center applications, such as:

  • Genesys Engage, Amazon Connect, Cisco Webex Contact Center, RingCentral, Vonage, Nice CXone, Talkdesk, Avaya OneCloud, etc.

• Strong customer relationship skills with the ability to support customers across multiple time zones, predominantly in the U.S. and LATAM.

• Willingness to work occasional weekends (bi-monthly), based on business needs.

• Technical expertise in:

  • Voice protocols: TCP/IP, VoIP, UDP, SIP, RTP, SRTP, WebRTC, audio processing.

  • Contact center technologies: CTI, Voice recording, VoIP, Dialer, ACD, IVR, SBC.

  • Unified Communication (UCaaS) and Cloud Platforms: CPaaS, MS Teams integrations, Voicemail, DID, and SIP-based communication.

  • Network and analysis tools: Wireshark, SIP protocol debugging, rtp packet analysis.

  • CRM platforms: Salesforce Service Cloud or similar systems for case management.

• 2+ years of experience in telecom, call center integration, and VoIP, including coding and SIP protocol interactions.

• 3+ years of experience in software support, account management, or client relationship management.

• Strong analytical and problem-solving skills, with the ability to interpret customer usage data and identify optimization opportunities.

• Exceptional written and verbal communication skills.

• Highly self-motivated, proactive, and ownership-driven.

• Ability to work effectively in a fast-paced, collaborative environment.

• Bachelor’s degree required, or an equivalent combination of experience and training.

Why You'll Love Sprinklr:

We're committed to creating a culture where you feel like you belong, are happier today than you were yesterday, and your contributions matter. At Sprinklr, we passionately, genuinely care. For full-time employees, we provide a range of comprehensive health plans, leading well-being programs, and financial protection for you and your family through a range of global and localized plans throughout the world.

For more information on Sprinklr Benefits around the world, head to https://sprinklrbenefits.com/ to browse our country-specific benefits guides.

We focus on our mission: We founded Sprinklr with one mission: to enable every organization on the planet to make their customers happier. Our vision is to be the world’s most loved enterprise software company, ever.
 

We believe in our product: Sprinklr was built from the ground up to enable a brand’s digital transformation. Its platform provides every customer-facing team with the ability to reach, engage, and listen to customers around the world. At Sprinklr, we have many of the world's largest brands as our clients, and our employees have the opportunity to work closely alongside them.
 

We invest in our people: At Sprinklr, we believe every human has the potential to be amazing. We empower each Sprinklrite in the journey toward achieving their personal and professional best. For wellbeing, this includes daily meditation breaks and virtual fitness. We have continuous learning opportunities available with LinkedIn Learning and more.

EEO - Our philosophy: Our goal is to ensure every employee feels like they belong and are operating in a judgment-free zone regardless of gender, race, ethnicity, age, and lifestyle preference, among others. We value and celebrate diversity and fervently believe every employee matters and should be respected and heard. We believe we are stronger when we belong because collectively, we’re more innovative, creative, and successful.
 

Sprinklr is proud to be an equal-opportunity workplace and is an affirmative-action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. See also Sprinklr’s EEO Policy and EEO is the Law.