Platinum Support Account Manager

Job Description Sprinklr is a leading enterprise software company for all customer-facing functions. With advanced AI, Sprinklr's unified customer experience management (Unified-CXM) platform helps companies deliver human experiences to every customer, every time, across any modern channel. Headquartered in New York City with employees around the world, Sprinklr works with more than 1,000 of the world's most valuable enterprises global brands like Microsoft, P&G, Samsung and more than 50% of the Fortune 100. Learn more about our culture and how we make our employees happier through The Sprinklr Way. Job Description What Does Success Look Like Sprinklr is looking for a Platinum Support Account Manager I (PSAM-I) to join our growing Platinum Support team. You will be the primary technical support point of contact for Sprinklr's largest and most complex customers, managing high-impact interactions and collaborating with cross-functional teams to ensure timely and exceptional service delivery. This role requires strong expertise in Contact Center platforms, deep technical knowledge across voice protocols, and a customer-first mindset. As a trusted advisor, you will advocate for your clients, drive operational excellence, and play a pivotal role in ensuring long-term customer satisfaction and platform adoption. What You'll Do Customer Relationship & Technical Support Management - Serve as the technical voice of the customer and advocate internally for client needs. - Lead case reviews and regular account check-ins to discuss ticket trends, release readiness, and ongoing product improvements. - Closely track and manage customer cases, ensuring adherence to SLAs and quick resolution of issues. - Own and resolve client-specific platform issues without engineering intervention whenever possible. - Provide proactive communication on product updates, best practices, and feature releases. - Partner with Customer Success, Sales, and Services teams to align on strategy and deliver seamless support. - Act as the primary escalation point and participate in critical bridge calls and incident response. Contact Center Expertise - Support Voice and Non-Voice Contact Center solutions such as Genesys Engage, Amazon Connect, Cisco Webex CC, RingCentral, Nice CXone, Talkdesk, Vonage, and Avaya. - Demonstrate hands-on knowledge of voice protocols (TCP/IP, SIP, RTP, SRTP, WebRTC), CTI, IVR, SBC, dialers, VOIP, DID, and carrier integrations. - Utilize tools like Wireshark for traffic analysis and troubleshooting of SIP/VoIP-related issues. - Support integrations with UCaaS, CPaaS platforms, and tools like MS Teams. Operational Excellence - Prepare and present internal reports highlighting customer health scores, account risks, and mitigation strategies. - Collaborate with Product and Engineering teams to debug and resolve complex issues, ensuring a high standard of service delivery. - Plan and support high-impact customer events, implementations, and release go-lives. Product Adoption & Advisory - Design and configure Sprinklr platform solutions based on best practices tailored to client-specific needs. - Provide strategic consulting during all phases of project implementation and long-term platform adoption. - Educate clients on maximizing platform value through regular insights, knowledge sharing, and optimization suggestions. What Makes You Qualified - Fluency in English and Portuguese is mandatory. - 2+ years of experience in telecom, call center integration, or VoIP with direct hands-on exposure to SIP protocol and RTP packet management. - 3+ years in enterprise customer support, technical account management, or SaaS account management, preferably in a B2B environment. - Experience supporting or deploying Contact Center and UCaaS/CPaaS applications across global clients. - Hands-on knowledge of Salesforce Service Cloud, customer portals, and CRM systems. - Strong understanding of Voice/Video protocols and networking tools like Wireshark. - Exceptional communication, analytical, and problem-solving skills. - Demonstrated ability to build trusted relationships with executive-level stakeholders and cross-functional teams. - Comfortable working across U.S. and LATAM time zones, with occasional weekend support as required. - Bachelor's degree in Engineering, Computer Science, or equivalent practical experience. Why You'll Love Sprinklr: We're committed to creating a culture where you feel like you belong, are happier today than you were yesterday, and your contributions matter. At Sprinklr, we passionately, genuinely care. For full-time employees, we provide a range of comprehensive health plans, leading well-being programs, and financial protection for you and your family through a range of global and localized plans throughout the world. For more information on Sprinklr Benefits around the world, head to https://sprinklrbenefits.com/ to browse our country-specific benefits guides. We focus on our mission: We founded Sprinklr with one mission: to enable every organization on the planet to make their customers happier. Our vision is to be the world's most loved enterprise software company, ever. We believe in our product: Sprinklr was built from the ground up to enable a brand's digital transformation. Its platform provides every customer-facing team with the ability to reach, engage, and listen to customers around the world. At Sprinklr, we have many of the world's largest brands as our clients, and our employees have the opportunity to work closely alongside them. We invest in our people: At Sprinklr, we believe every human has the potential to be amazing. We empower each Sprinklrite in the journey toward achieving their personal and professional best. For wellbeing, this includes daily meditation breaks, virtual fitness, and access to Headspace. We have continuous learning opportunities available with LinkedIn Learning and more. EEO - Our philosophy: Our goal is to ensure every employee feels like they belong and are operating in a judgment-free zone regardless of gender, race, ethnicity, age, and lifestyle preference, among others. We value and celebrate diversity and 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 is an affirmative-action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. See also Sprinklr's EEO Policy and EEO is the Law.