Sr. Platinum Support Account Manager

About the role

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.

Responsibilities

• 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 (GrayLog, 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. This includes:
  • Provide social, advertising, marketing insights and recommendations to support clients' business practices.
  • Provide consulting advice to clients on 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.

What makes you qualified?

• 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 (GrayLog, 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 with global enterprise social media strategy development, management and execution.
• 3+ years demonstrated experience supporting software and services and/or account management focusing on nurturing long-term relationships and maintaining high client satisfaction.
• Experience in Web technologies, CRM or SaaS platforms and digital marketing experience in social platforms.
• Understand & excel in deciphering technical aspects like – Graylogs, Kibana, API Browser, Query Executor, Restricted Curls, Runner Logs.
• Strong analytical and problem-solving skills.
• Data analysis skills to interpret customer usage patterns and identify opportunities.
• Customer service orientation with a focus on exceeding expectations.
• Excellent communication skills, both written and verbal.
• 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.
• Bachelor's degree required or equivalent combination of experience and training.

Pay

$74,000 – $124,000 base salary range. At Sprinklr, base pay depends on multiple individualized factors, including experience, qualifications, job-related knowledge and skills, and geographic location. The successful candidate may also be eligible to participate in Sprinklr's discretionary bonus plan, commission plan, and/or equity plan, depending on role.