Sr. Platinum Support Account Manager
Core
Senior technical support account manager for Sprinklr's largest enterprise clients, acting as the primary escalation point and technical advocate for complex Unified Customer Experience Management (Unified-CXM) platform issues.
Role type
Senior IC Support Account Manager (Technical Escalation)
Builds
Production support resolution, client health optimization, and release readiness for enterprise social media and marketing platforms.
Domain
Enterprise SaaS, Unified Customer Experience Management (Unified-CXM), Digital Marketing, Social Media Management
Deliverable
Production ML models | product features | dashboards & analysis | client delivery
Required skills
Technical troubleshooting (Java servlets, stack traces), Database management (MongoDB, SQL, Elasticsearch), API development and integration, System design and configuration, Campaign data analysis, Logging tool usage (GrayLog, Kibana, Grafana), Enterprise account management
Preferred skills
Social media strategy, Advertising campaign management, Third-party integration expertise (Adobe, DV360, Google Adwords), Release planning
Technologies
Java, JavaScript, MongoDB, SQL, Elasticsearch, GrayLog, Kibana, Grafana, API Browser, Query Executor
Responsibilities
Serve as the technical voice of the customer and advocate for client needs during escalations; Monitor and adhere to SLAs for support cases; Resolve setup issues without engineering intervention; Analyze campaign data and troubleshoot using databases; Troubleshoot Java servlet exceptions and utilize logging tools; Attend bridge calls with engineering for expedited resolution; Prepare reports on customer health index; Share insights on new product features and plan release readiness.
Seniority
Senior, hands-on IC
