Platinum Support Account Manager – Specialist

Sprinklr is seeking a Platinum Support Account Manager – Specialist to advocate for client needs during product issue escalations and drive resolution of reported issues. The successful candidate will have 3-5 years of experience in a product support role and a strong understanding of customer support processes.

Requirements

• 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

Benefits

• Paid time off
• Voluntary healthcare coverage
• Mentoring Program