Platinum Support Account Manager - Specialist

Responsibilities

• Serve as the primary technical voice for platinum customers, advocating for client needs during product issue escalations
• Conduct regular case review meetings with customer stakeholders to analyze ticket trends and identify friction points
• Collaborate with Sales, Customer Success, and Support Engineering teams to align priorities and drive issue resolution
• Lead bridge calls for escalated incidents, working directly with customers and engineering to expedite resolution
• Monitor account health and contribute to the evolution of the Platinum Support program through proactive feedback
• Participate in a weekend on-call rotation, including one Saturday or Sunday on a bi-monthly basis

Requirements

• 3–5 years of experience in a product support role within a software or services organization
• Bachelor’s degree in a technical field, or a business degree with relevant IT support/SaaS experience
• Strong understanding of customer support processes, including case management and SLA adherence
• Familiarity with relational and non-relational databases such as MySQL, MongoDB, or Elasticsearch
• Proven ability to communicate effectively with both technical and non-technical stakeholders

Preferred Qualifications

• Experience working in a fast-paced SaaS environment
• Familiarity with scripting languages such as Python or JavaScript
• Strong analytical and problem-solving skills with a focus on continuous improvement

About the Company

Sprinklr is the definitive, AI-native platform for Unified Customer Experience Management (Unified-CXM). We empower brands to deliver extraordinary experiences at scale across every customer touchpoint by combining human instinct with the speed and efficiency of AI. Today, over 1,900 enterprises and 60% of the Fortune 100 rely on Sprinklr to unify data and act on real-time insights.