Platinum Support Account Manager

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 here: The Sprinklr Way.

Job Description
 

What will you do:

Working on the Platinum Support Team, the Support Account Manager is the main

technical support contact serving Sprinklr’s largest and most complex customers. We workwith program managers and executive level decision makers at large enterprise brands todeliver 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.

Responsibilities:

• 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. 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.

• 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 and work directly with the customer and

engineering for expedited resolution.

• 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 ensuring highest standard of service delivery.

• Discuss and plan release readiness to meet customer expectations and ensure

faster resolution on release related issues.

• Expertise in business analysis, functional specification, system design, platform

configuration, testing, and training while assisting in operational housekeeping.

This Includes:

- Provide social, advertising, marketing insights and recommendations to support

clients’ business practices.

- 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.

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.

• 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

• 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 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, virtual fitness, and access to Headspace. 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.