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

What will you do:

Working on the Platinum Support Team, the Sr.PlatinumSupport Account Manager is the main technical support contact serving Sprinklr’s largest and most complex customers. We work with program managers and executive level decision makers at large enterprise brands to deliver excellent customer support experience.

Platinum Support Account Manager also acts as an internal escalation point, collaborating with Sales, Customer Success, Engineering & Services to resolve issues.

The PSAM also acts as the day-to-day point of contact for clients, ensuring optimal client service as it relates to platform performance, and functionality while supporting line management and operational excellence.

Responsibilities:

Technical Support & Incident Management

• Take immediate ownership of critical, high‑impact issues by leading cross‑functional bridge calls across engineering, product, and other internal teams, while driving real‑time customer communication exceeding expectations to ensure rapid resolution.
• Provide real-time, executive-level updates to both customer and internal leadership teams, translating complex technical blockers into clear business impact statements and recovery timelines.
• Resolve complex platform issues independently without needing engineering intervention whenever possible.
• Closely monitor support tickets to ensure strict adherence to Platinum SLAs and identify potential risks before they impact the business.
• Perform proactive hygiene by analyzing historical ticket data to identify recurring themes and working with Product Engineering to implement permanent fixes.
• Sufficient technical knowledge to roll up sleeves and assist in debugging and verifying workarounds before they reach the client.
• Provide regular status updates on all open issues, following a consistent update schedule that clearly outlines current progress and next steps to ensure accurate and consistent communication with clients.
• Lead the creation of customer‑facing RCA documents that clearly explain complex issues, the associated technical fixes, and both short‑ and long‑term roadmap improvements in an easy‑to‑understand format.

Operational Excellence

• Manage client preparedness for product updates and new releases, including testing and change management. Share regular insights into new product features.
• Plan and execute important events for customers in collaboration with the Account team.
• Prepare internal reports on account risks, health scores, and mitigation strategies.
• Create and maintain internal Knowledge Base articles and documentation tailored to Platinum customer processes and critical/complex issues for team usability.
• Ensure the highest standard of service delivery to our platinum customers.
• Provide consulting advice to clients on the appropriate Sprinklr solution to meet all requirements based on best practices and client’s custom needs, adhering to primary business use cases and platform functionalities. Identify opportunities for product adoption, increased usage, and expansion.

Customer Relationship Management

• Serve as the primary point of escalation for a select portfolio of high-touch Platinum customers.
• Understand the client’s unique business needs, technical implementations, and customizations to provide proactive, tailored solutions.
• Conduct regular, scheduled Case Reviews, participate in Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs) with client stakeholders to discuss performance metrics, ticket trends, and roadmap alignment.
• Act as the internal champion for client needs, influencing product development and bug prioritization.

What makes you qualified?

• Strong customer interpersonal skills, and willingness to serve customers across various time zones. This role will be predominantly supporting our U.S and Latam based customers, so the candidate is expected to work normal business hours in the given location. Occasionally working on a Saturday or Sunday bi-monthly may be required as per business needs.
• Proven experience working within a high-growth SaaS company. 5+ years of experience managing enterprise accounts within a SaaS environment.
• Experience with Salesforce Service Cloud or similar CRM systems, KB systems, and Customer portals for case management. Deep knowledge of Digital Care best practices
• Proven track record of leading Critical Incident Management workflows. You are comfortable managing high-pressure outages and Root Cause Analysis processes to ensure long-term stability.
• At least five years' experience in technical support, troubleshooting complex issues.
• Experience in Groovy and JavaScript. Experience analyzing logs from various tools like kibana, graylogs, wireshark etc to intercept key details.
• Strong analytical and problem-solving skills.
• Exceptional written and verbal communication skills, with the ability to articulate complex technical topics to non-technical executive stakeholders.
• 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.
• Highly self-motivated, proactive, empathetic, and able to work independently under pressure. Self-motivated, takes initiative, assumes ownership.
• Ability to work in a highly collaborative and fast-paced environment.
• Bachelor's degree

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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