Lead Platinum Support Account Manager
RemoteMexico
Job Summary
Serve as the primary technical support contact for Sprinklr's largest enterprise clients, acting as the internal escalation point for Sales, Customer Success, and Services. Monitor total time to resolve assigned cases, adhere to SLAs, and lead case reviews with customer contacts. Collaborate with engineering to debug critical issues, attend bridge calls for expedited resolution, and plan release readiness to ensure faster issue resolution. Design and configure the Sprinklr solution to meet client requirements, provide consulting advice during project implementation, and share insights on new product features. Prepare regular reports highlighting customer health indices and operational plans while advocating for client needs when escalating product issues.
Required Qualifications
- Must be fluent in both English and Spanish
- Must be available for weekend shifts
- Must be able to lift 50 lbs
- Valid driver's license
- Must be able to effectively lead and coach others
- Strong attention to detail
- Helping customers gives you energy
- Get charged up by interacting with others
- Must be available for weekend shifts
- You believe that food is central to our lives
- Passionate about excellence
- If you have a smile to share, we'd love to have you
- We want amazing humans
- Experience deploying Voice and Non-Voice Contact center applications like Genesys Engage, Amazon Connect, Cisco Webex Contact Center, RingCentral, Vonage, Nice CXone, Talkdesk, Avaya OneCloud, etc.
- Strong customer interpersonal skills, and willingness to serve customers across various time zones
- Good Knowledge of Voice protocols like TCP/IP, VOIP, UDP, SIP, RTP, SRTP, WebRTC, audio processing
- Knowledge in CTI or Voice recording products, 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
- Familiarity 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
- 3+ years demonstrated experience supporting software and services and/or account management focusing on nurturing long-term relationships and maintaining high client satisfaction
- 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
- Spanish or Portuguese fluency (professional or native/bilingual, verbal and written) is a must
- Bachelor's degree required or equivalent combination of experience and training
Desired Qualifications
- Master's degree preferred
- Experience with Salesforce Service Cloud or similar CRM systems, KB systems, and Customer portals for case management
- Familiarity with Salesforce Service Cloud or similar CRM systems, KB systems, and Customer portals for case management
- Experience with Salesforce Service Cloud or similar CRM systems, KB systems, and Customer portals for case management
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