Platinum Support Account Manager II

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Job description

Job Description

What You’ll Do
The Platinum Support Account Manager (PSAM-I) 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 an excellent customer
support experience. Platinum Support also acts as an internal escalation point, collaborating with
Sales, Customer Success & Services to resolve issues.
Working Hours: Rotational, aligned to customer need
• Serve as the technical voice of the customer and advocate for your clients’ needs when
escalating product issues.
• 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.
• Work closely with Support Engineers to resolve client issues within SLA targets.
• Attend bridge calls for escalated issues and working directly with the customer and
engineering for expedited resolution.
• Plan and execute important events for customers in collaboration with success/MS teams.
• 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.
• Roll up your sleeve and work with support/engineering teams to debug critical issues
reported by your accounts.
• Ensure highest standard of service delivery to our platinum customers.
Who You Are & What Makes You Qualified
• 3-5 years of experience working in a product support role at a software/services
company. Bonus points for working for a fast-paced SaaS startup company.
• Education level: Bachelor’s degree in a technical field, Masters in Computer Science, or
equivalent work experience in a software/support and services environment.
• Experience with Linux operating system
• Familiarity with relational and non-relational database technologies such as MySQL,
MongoDB, Elasticsearch
• Experience with a scripting language such as Python or Javascript.
• Prior Customer/Account management experience at any level is desirable.
• Understanding of saas business and service deliverables.

Why you'll love Sprinklr: We’re committed to creating the kind of culture where you feel like you belong, are happier today than yesterday, and your contributions matter. At Sprinklr, our goal is to treat everyone like family and passionately, genuinely care. For full-time employees, we offer flexible paid time off and paid parental leave, medical plans, dental and vision plans, life insurance, 401(k) savings plans, employee stock options, gym and wellness discounts, Plum benefits, Lifemart discounts, and paid time off to invest in learning and career development.

Set alert for similar jobsPlatinum Support Account Manager II role in Bengaluru, India

Company

Sprinklr

Job Posted

a year ago

Job Type

Full-time

WorkMode

On-site

Experience Level

3-7 Years

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