Platinum Support Account Manager - Lead
JOB ID 111797
Company: Sprinklr is a prominent enterprise software firm that caters to all customer-facing operations. Utilizing advanced AI technology, Sprinklr's unified customer experience management (Unified-CXM) platform enables businesses to provide personalized experiences to each customer consistently, across all contemporary channels. Based in New York City and employing a global workforce, Sprinklr collaborates with over 1,000 of the world's most esteemed enterprises, including renowned brands such as Microsoft, P&G, Samsung, and more than half of the Fortune 100..
Job Description
Customer Relationship & Technical Support Management
- Serve as the technical voice of the customer and advocate internally for client needs
- Lead case reviews and regular account check-ins to discuss ticket trends, release readiness, and ongoing product improvements
- Closely track and manage customer cases, ensuring adherence to SLAs and quick resolution of issues
- Own and resolve client-specific platform issues without engineering intervention whenever possible
- Provide proactive communication on product updates, best practices, and feature releases
- Partner with Customer Success, Sales, and Services teams to align on strategy and deliver seamless support
- Act as the primary escalation point and participate in critical bridge calls and incident response
Contact Center Expertise
- Support Voice and Non-Voice Contact Center solutions such as Genesys Engage, Amazon Connect, Cisco Webex CC, RingCentral, Nice CXone, Talkdesk, Vonage, and Avaya
- Demonstrate hands-on knowledge of voice protocols (TCP/IP, SIP, RTP, SRTP, WebRTC), CTI, IVR, SBC, dialers, VOIP, DID, and carrier integrations
- Utilize tools like Wireshark for traffic analysis and troubleshooting of SIP/VoIP-related issues
- Support integrations with UCaaS, CPaaS platforms, and tools like MS Teams
Operational Excellence
- Prepare and present internal reports highlighting customer health scores, account risks, and mitigation strategies
- Collaborate with Product and Engineering teams to debug and resolve complex issues, ensuring a high standard of service delivery
- Plan and support high-impact customer events, implementations, and release go-lives
Product Adoption & Advisory
- Design and configure Sprinklr platform solutions based on best practices tailored to client-specific needs
- Provide strategic consulting during all phases of project implementation and long-term platform adoption
- Educate clients on maximizing platform value through regular insights, knowledge sharing, and optimization suggestions
What Makes You Qualified
- Fluency in English is mandatory
- 2+ years of experience in telecom, call center integration, or VoIP with direct hands-on exposure to SIP protocol and RTP packet management
- 3+ years in enterprise customer support, technical account management, or SaaS account management, preferably in a B2B environment
- Experience supporting or deploying Contact Center and UCaaS/CPaaS applications across global clients
- Hands-on knowledge of Salesforce Service Cloud, customer portals, and CRM systems
- Strong understanding of Voice/Video protocols and networking tools like Wireshark
- Exceptional communication, analytical, and problem-solving skills
- Demonstrated ability to build trusted relationships with executive-level stakeholders and cross-functional teams
- Comfortable working across U.S. and LATAM time zones, with occasional weekend support as required
- Bachelor's degree in Engineering, Computer Science, or equivalent practical experience
Location: Remote (U.S./LATAM timezone coverage required)
Required Skills & Expertise
Platinum Support Account Manager - Lead | Sprinklr
🤝 Customer Success & Account Management
💻 Technical & Product Knowledge
🎯 Support & Service Management
👥 Leadership & Team Management
📊 Business & Strategy
💬 Communication & Soft Skills
📈 Analytics & Reporting
🌐 Industry & Domain Knowledge
Why You'll Love Sprinklr 💙
Join a company that genuinely cares about your growth, wellbeing, and happiness
A Culture Where You Belong
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.
Comprehensive Benefits
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.
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.
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.
Diversity & Equal Opportunity
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.
Warning About Recruiting Scams
Please be vigilant for recruiting scams impersonating Sprinklr.
Resume Match Score - Label Analyst Position
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