Technical 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
 

The is a remote position and can sit anywhere in the US.

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 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 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 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 do not 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 sleeves and work with support/engineering teams to debug critical issues reported by your accounts. 

• Create knowledge base articles around complex and/or recurring issues for team usability. 

• 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.