Lead Platinum Support Account Manag...

Role Overview

The CCaaS Platinum Support Account Manager serves as the primary technical support contact for Sprinklr's largest enterprise customers. This role acts as an internal escalation point, collaborating with Sales and Customer Success to resolve complex issues related to platform performance and configuration.

Key Responsibilities:

• Serve as the technical voice of the customer, advocating for client needs during escalations.
• Expertly manage custom implementations without requiring engineering intervention.
• Conduct regular Case Reviews with customers to identify trends and reduce pain points.
• Collaborate with account teams on reported issues and support operational excellence.
• Prepare reports highlighting customer health index and action plans for improvement.
• Share insights on new product features and plan release readiness with clients.
• Maintain adherence to SLAs by monitoring Time-to-Resolution (TTR).
• Debug critical issues alongside support and engineering teams.