Lead Platinum Support Account Manager
Sprinklr (company site, opens in a new tab)2+ yrsBengaluruOn-siteDirect career pageEst. 10–18 LPA
Posted on 8 Sept
Reach people at Sprinklr
People at this company you can reach
Log in to see who works here
Create a free account or log in to see the people at Sprinklr you could write to:
- Recruiters & HR
- People in this function
- Work addresses
Your match
Against your primary resume
Log in to see your match score
Create a free account or log in to unlock your CV match score across:
- Role fit
- Experience
- Industry relevance
Protocol Intelligence
How competitive this role is
Competition
Background fit
Strictness
Log in to see why each signal reads the way it does.
Job description
Structured overview of role & requirements
About This Role
- Serve as the primary technical support contact for Sprinklr’s largest, most complex platinum-tier customers, ensuring high-quality issue resolution and platform performance.
- Act as internal escalation point collaborating with Sales, Customer Success, and Engineering for expedited resolution of customer issues and platform enhancements.
- Manage regular customer case reviews, monitor support trends, ensure SLA adherence, and prepare internal reports to improve customer health and service delivery.
Minimum Requirements
- At least 2 years experience with telecom, call center integration, VoIP, SIP protocols, and related technologies.
- Strong knowledge of Voice protocols (TCP/IP, VOIP, SIP, RTP), CTI, IVR, Dialer systems, and CRM systems like Salesforce Service Cloud.
- Graduation from a Tier-1 college and strong English communication skills.
- Willingness and ability to support U.S. time zones; occasional weekend work may be required.
Ideal Candidate Profile
- Experienced managing large enterprise technical support accounts, especially with complex custom implementations and platform configurations.
- Technical expertise in contact center technologies (Genesys, Amazon Connect, Cisco Webex), voice and video communications, and integration platforms (UCaaS, CPaaS).
- Comfortable collaborating cross-functionally with sales, engineering, and customer success teams for operational excellence and customer advocacy.