Platinum Support Account Manager, Sprinklr
Lead
Unified-CXM platform
Open for applications
Unified-CXM platform
1001+ employees
Open for applications
1001+ employees
Company mission
To enable every organization on the planet to make their customers happier.
Role
Who you are
- Strong analytical and problem-solving skills
- Fluent in English
- Excellent communication skills, both written and verbal
- A drive to dig into the details of a system or process to solve customer problems
- Desire and ability to rapidly learn a wide variety of new technical skills
- Self-motivated, takes initiative, assumes ownership
- Ability to work in a highly collaborative and fast-paced environment
- Strong customer handling skills and willingness to serve customers across various time zones. This role will be predominantly to support our U.K based customers. Occasionally work on weekends may be required as per business needs
- Experience deploying Voice and Non-Voice Contact center applications like Genesys Engage, Amazon Connect, Cisco Webex Contact Center, Ring Central etc
- Good Knowledge of Voice protocols like TCP/IP, VOIP, UDP, SIP, RTP, SRTP, WebRTC, audio processing
- Should have knowledge in CTI or Voice recording products
- Experience on VOIP, Dialer, ACD, IVR, SBC
- Exposure and understanding of video conferencing, IM, Voicemail, DID, carriers, knowledge of VOIP and SIP
- Knowledge of UCaaS, CPaaS platform, Cloud, Contact Center, Integrations like MS teams, and analysis tools like Wireshark, etc
- Familiar with Salesforce Service Cloud or similar CRM systems, KB systems, and Customer portals for case management
- At least two years' experience with telecom, call center integration, and VoIP, including developing and deploying code that directly interacts with SIP protocols, rtp packets, and the like
- Experience in Groovy and Javascript
What the job involves
- The CCaaS Platinum 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 also acts as an internal escalation point, collaborating with Sales, Customer Success & 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 configuration 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
- 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
- Collaborate regularly with other members of the account team to address reported issues and support their efforts
- 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 plat of action to improve
- Share regular insights into new product features with customer
- Discuss and plan release readiness with customer to meet customer expectations and ensure faster resolution on release related issues
- Closely monitor TTR for all support cases from your accounts and always ensure adherence to SLA
- Roll up your sleeve and work with support/engineering teams to debug critical issues reported by your accounts
- Ensure the highest standard of service delivery to our platinum customers
- Expertise in business analysis, functional specification, system design, platform configuration, testing, and training while assisting in operational housekeeping. This includes:
- Provide social insights and recommendations to support clients’ business practices
- Design and configure the appropriate Sprinklr solution to meet all requirements based on best practices and client’s custom needs, adhering to primary business use cases and platform functionalities
- Perform health checks of existing customers in need of platform upgrades and suggest solutions based on best practices and client needs
- Provide consulting advise to clients about Sprinklr platform during different phases of project implementation
Salary benchmarks
Our take
Sprinklr is an established CXM provider, offering a long-standing, purpose-built platform that boasts enterprise-class security, governance and privacy. It uses a suite of professional services to ensure that customers consistently find a return on their investments and reach new levels of success as a business.
There are a number of CXM software companies on the market, including Zendesk, Satmetrix and IBM Tealeaf, all offering companies the means to manage and improve customer experience via online platforms. However, Sprinklr has drawn a number of big-name corporate clients, including Microsoft, Nike, Netflix, McDonalds, Marriott and more.
The company has also garnered enormous investments over the last decade, and is now valued at $2.9 billion. With over 1000 enterprises globally, including over 50% of the Fortune 100, the company is poised well to continue with its established success.
Steph
Company Specialist at Welcome to the Jungle
Insights
13% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Sep 2020
$150m
CONVERTIBLE
Sep 2020
$200m
GROWTH EQUITY VC
Total funding: $578.5m
Company benefits
- Compensation & Equity
- Health & Wellness
- Holiday & Flexible PTO
- Learning & Growth
Company HQ
Midtown South, New York, NY
Leadership
Ragy Thomas
(CEO)Joined Tata Unisys as a Senior Software Engineer in 1994 before moving to AT&T. Built Advaya, an email marketing platform, in 2000. Joined Bigfoot Interactive as CTO, and then moved to Epsilon Interactive Services Group- where he eventually took on the role of President. Has held several Board positions since, and is a frequent startup investor. Founded Lyern in 2016, and Sprinklr in 2009.
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