Sr. Platinum Support Account Manager

Job Description

Sprinklr is the definitive, AI-native platform for Unified Customer Experience Management (Unified-CXM), empowering brands to deliver extraordinary experiences at scale — across every customer touchpoint. By combining human instinct with the speed and efficiency of AI, Sprinklr helps brands earn trust and loyalty through personalized, seamless, and efficient customer interactions. Sprinklr’s unified platform provides powerful solutions for every customer-facing team — spanning social media management, marketing, advertising, customer feedback, and omnichannel contact center management — enabling enterprises to unify data, break down silos, and act on real-time insights.

Today, 1,900+ enterprises and 60% of the Fortune 100 rely on Sprinklr to help them deliver consistent, trusted customer experiences worldwide.

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 optimization while supporting line management and operational excellence.

• 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 (Gray Log, 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.

• 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 (Gray Log, 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…