Support Account Manager

Sprinklr

408d • $49,000 - $65,000

About The Position

The Support Account Manager at Sprinklr serves as the primary technical support contact for the company's largest and most complex customers. This role involves collaborating with program managers and executive decision-makers to ensure an excellent customer support experience. The Support Account Manager acts as an internal escalation point, working closely with Sales, Customer Success, and Services to resolve issues and enhance platform performance and functionality.

Requirements

• Strong customer interpersonal skills and willingness to serve customers across various time zones.
• 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.
• College Degree.

Nice To Haves

• Experience deploying Voice and Non-Voice Contact center applications like Genesys Engage, Amazon Connect, Cisco Webex Contact Center, Ring Central.
• Good knowledge of Voice protocols like TCP/IP, VOIP, UDP, SIP, RTP, SRTP, WebRTC, audio processing.
• Knowledge in CTI or Voice recording products.
• Knowledge of 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.
• 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.

Responsibilities

• Serve as the technical voice of the customer and advocate for clients' needs when escalating product issues.
• Closely monitor total time to resolve for assigned customer support cases and ensure adherence to SLAs.
• Be an expert on the Client's custom implementation and resolve issues that don't require engineering intervention.
• Meet regularly with customer contacts for case reviews, covering trends in support tickets and opportunities to reduce pain points.
• Collaborate 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 to highlight customer health index and plan of action to improve.
• Share regular insights into new product features with customers.
• Discuss and plan release readiness to meet customer expectations and ensure faster resolution on release-related issues.
• Work with support/engineering teams to debug critical issues reported by accounts.
• Ensure the highest standard of service delivery to platinum customers.
• 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.
• Provide consulting advice to clients about the Sprinklr platform during different phases of project implementation.

Benefits

• Comprehensive health plans
• Well-being programs
• Financial protection for employees and their families
• 401k plan with 100% vested company contributions
• Flexible paid time off
• Generous caregiver and parental leaves
• Life and disability insurance
• Health benefits including medical, dental, vision, and prescription drug coverage

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Publishing Industries
• Education Level: Bachelor's degree
• Number of Employees: 501-1,000 employees