Senior Account Manager, Platinum Support
Sprinklr
full-time
Posted on:
Location Type: Office
Location: Bangalore • India
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Job Level
Tech Stack
About the role
- Take immediate ownership of critical, high‑impact issues
- Provide real-time, executive-level updates to both customer and internal leadership teams
- Resolve complex platform issues independently
- Closely monitor support tickets to ensure strict adherence to Platinum SLAs
- Perform proactive hygiene by analyzing historical ticket data
- Assist in debugging and verifying workarounds
- Provide regular status updates on all open issues
- Lead the creation of customer‑facing RCA documents
- Manage client preparedness for product updates and new releases
- Share regular insights into new product features
- Plan and execute important events for customers
- Prepare internal reports on account risks, health scores, and mitigation strategies
- Create and maintain internal Knowledge Base articles and documentation
- Ensure the highest standard of service delivery to platinum customers
- Provide consulting advice to clients on the appropriate Sprinklr solution
- Identify opportunities for product adoption, increased usage, and expansion
- Conduct regular scheduled Case Reviews, participate in QBRs and EBRs
Requirements
- Strong customer interpersonal skills
- 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
- Comfortable managing high-pressure outages and Root Cause Analysis processes
- 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
- Strong analytical and problem-solving skills
- Exceptional written and verbal communication skills
- Ability to articulate complex technical topics to non-technical executive stakeholders
- 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
- Ability to work in a highly collaborative and fast-paced environment
- Bachelor's degree
Benefits
- voluntary healthcare coverage in countries where applicable
- paid time off to recharge and spend time with loved ones
- open Mentoring Program designed to create meaningful connections that support growth
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
GroovyJavaScripttechnical supporttroubleshootingRoot Cause AnalysisCritical Incident Managementanalyzing logsDigital Care best practicescase managementSaaS
Soft Skills
customer interpersonal skillsanalytical skillsproblem-solving skillswritten communicationverbal communicationarticulation of technical topicsself-motivatedproactiveempatheticcollaborative
Certifications
Bachelor's degree