Senior Platinum Support Account Manager

Sprinklr is the definitive, AI-native platform for Unified Customer Experience Management (Unified-CXM), empowering brands to deliver extraordinary experiences at scale — across every customer touchpoint.

By combining human instinct with the speed and efficiency of AI, Sprinklr helps brands earn trust and loyalty through personalized, seamless, and efficient customer interactions. Sprinklr’s unified platform provides powerful solutions for every customer-facing team — spanning social media management, marketing, advertising, customer feedback, and omnichannel contact center management — enabling enterprises to unify data, break down silos, and act on real-time insights.

Today, 1,900+ enterprises and 60% of the Fortune 100 rely on Sprinklr to help them deliver consistent, trusted customer experiences worldwide.

Job Description

Key Responsibilities

• Serve as the primary technical voice of the customer, advocating for client needs during product issue escalations
• Conduct regular case review meetings with customer stakeholders to analyze ticket trends, identify opportunities to reduce friction, and provide updates on ongoing issues
• Collaborate closely with account teams, including Sales and Customer Success, to align priorities and drive resolution of reported issues
• Partner with Support Engineers to ensure timely resolution of client issues in accordance with SLA targets
• Participate in and lead bridge calls for escalated incidents, working directly with customers and engineering teams to expedite resolution
• Continuously monitor account health and drive improvements to the overall customer support experience
• Contribute to the ongoing evolution and strengthening of the Platinum Support program through proactive feedback and process improvements
• Participate in a weekend on-call rotation, including one Saturday or Sunday on a bi-monthly basis

What Success Looks Like

• Reduction in repeat issues through proactive trend analysis and continuous improvement initiatives
• High levels of customer satisfaction and strong, trust-based stakeholder relationships
• Clear, proactive, and consistent communication during escalations and critical events
• Effective coordination across Support, Engineering, and Account teams to drive timely resolution of issues

Qualification

• 5+ years of experience in a product support role within a software or services organization; experience in a fast-paced SaaS environment is preferred
• Bachelor’s degree in a technical field, or a business degree with relevant experience in IT support or SaaS environments
• Strong understanding of customer support processes, including case management, escalation handling, and SLA adherence
• Proven ability to communicate effectively with both technical and non-technical stakeholders, including senior customer contacts
• Experience working cross-functionally with engineering, product, and customer-facing teams
• Familiarity with relational and non-relational databases such as MySQL, MongoDB, or Elasticsearch
• Strong analytical and problem-solving skills, with the ability to identify trends and drive continuous improvement
• Experience with scripting languages such as Python or JavaScript is a plus

We focus on our mission: Sprinklr was founded in 2009 to solve a big problem: growing enterprise complexity that separated brands from their customers. Our vision was clear: to unify fragmented teams, tools and data — helping large organizations build deeper, more meaningful connections with the people they serve. Today, Sprinklr has a unified, AI-native platform for four product suites: Sprinklr Service, Sprinklr Social, Sprinklr Marketing, and Sprinklr Insights. Sprinklr is here to do three things:

• Lead a new category of enterprise software that we call Unified-CXM.
• Empower companies to deliver next generation, unified engagement journeys that reimagine the customer experience.
• Create a culture of customer obsession, with trust, teamwork, and accountability.

We believe in our product: Customers who value exceptional customer experiences have what they need on our single unified platform, built with an operating system approach on a single codebase. That means that everything — and everyone — can work together to service, respond, sell, and market to customers on the channels they prefer. While Unified Customer Experience Management (Unified-CXM) as a category is just getting started, we are well on our way to creating a no-compromise, unified approach to better customer experiences for the world’s leading enterprise brands.

We invest in our people: We offer a comprehensive suite of benefits designed to help each member of our team thrive. Sprinklr believes that you should be able to get the type of care you need for your personal well-being when you need it. We offer you and your family voluntary healthcare coverage in countries where applicable. We believe it is important to take time off – it is essential for your mental and physical wellbeing. We provide Sprinklrites with paid time off to recharge and spend time with loved ones. We want to grow our talent with purpose. Our open Mentoring Program is designed to create meaningful connections that support growth and amplify our focus.

To learn more about employee benefits by region, click here.

To learn more about all-things-Sprinklr, visit our candidate resource hub here.

EEO - Our philosophy: Our goal is to ensure every employee feels like they belong and are operating in a collaborative environment. We fervently believe every employee matters and should be respected and heard. We believe we are stronger when we belong because collectively, we’re more innovative, creative, and successful.

Sprinklr is proud to be an equal-opportunity workplace and complies with all applicable federal, state, and local fair employment practices laws. We are committed to equal employment opportunity regardless of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable law.

Reasonable accommodations are available upon request during the interview process. To request an accommodation, please work directly with your recruitment coordinator or recruiter.

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