Lead Platinum Support Account Manager
Core
Lead technical support and account management for Sprinklr's largest enterprise customers, acting as the primary escalation point for complex platform issues and driving operational excellence.
Role type
Senior Account Manager (Technical Support)
Builds
Unified Customer Experience Management (Unified-CXM) platform solutions for enterprise brands
Domain
Enterprise Software / Customer Experience Management (CXM) / Contact Center Technology
Deliverable
Production support & client delivery
Required skills
Technical support for contact center applications, platform configuration, business analysis, functional specification, system design, SLA adherence, data analysis, problem-solving
Preferred skills
Experience with Voice/Non-Voice contact center integrations, VoIP protocols, UCaaS/CPaaS platforms, CRM systems
Technologies
Genesys Engage, Amazon Connect, Cisco Webex, RingCentral, Vonage, Nice CXone, Talkdesk, Avaya OneCloud, TCP/IP, VOIP, UDP, SIP, RTP, SRTP, WebRTC, Wireshark, Salesforce Service Cloud
Responsibilities
Serve as the technical voice of the customer for escalations, monitor and resolve support cases within SLAs, configure custom implementations, conduct case reviews and trend analysis, collaborate with engineering on critical issues, plan release readiness, and prepare customer health reports
Seniority
Senior, hands-on IC