Customer Care Representative

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
 

• United States Remote/PST Time Zone

• Candidates should reside in MST or PST time zone.

What will you do:

Working on the Platinum Support Team the Customer Care Representative

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 also acts as an internal escalation point, collaborating with Sales, Customer Success & 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 configuration 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.

• Collaborate regularly with other members of the account team to address reported issues and support their efforts.

• 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.

• Discuss and plan release readiness to meet customer expectations and ensure faster resolution on release related issues.

• Roll up your sleeve and work with support/engineering teams to debug critical issues reported by your accounts.

• Ensure the highest standard of service delivery to our platinum customers.

• 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 requirements based on best practices and client’s custom needs, adhering to primary business use cases and platform functionalities.

• Provide consulting advice to clients about Sprinklr platform during different phases of project implementation.

What makes you qualified?

• Strong customer interpersonal skills, and willingness to serve customers across various time zones. This role will be predominantly support our U.S based customers on the west coast, so the candidate is expected to work normal business hours in the PST time zone. Occasionally working a Saturday or Sunday bi-monthly may be required as per business needs.

• Strong analytical and problem-solving skills.

• Fluent in English.

• Excellent communication skills, both written and verbal.

• A drive to dig into the details of a system or process to solve customer problems.

• 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.

• Colle