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Sprinklr
Sprinklr
1,001 – 5,000 Employees
H1B Visa SponsorConsultingMarketingSaaS
Sprinklr develops enterprise SaaS for customer experience management, bringing customer service, social media, marketing, and analytics workflows together in one platform. Its product portfolio includes Sprinklr Service, Sprinklr Social, Sprinklr Insights, and Sprinklr Marketing, with AI-powered capabilities designed to surface real-time insights, coordinate digital interactions, and support more efficient team workflows. Founded in 2010, the company operates across the SaaS, marketing, and consulting sectors.
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Lead Platinum Support Account Manager - Gurgaon Onsite

Lead technical support for Sprinklr’s largest enterprise customers using its AI-native Unified-CXM platform. Manage complex contact-center issues, escalations, customer health, and SLA-focused service delivery.

INIndiaOn-siteFull-timeSeniorEnglish RequiredAccount ManagerSales
CloudGroovyJavaScriptTCP/IPVoIP

Description

  • Represent customer needs in product escalations and provide a strong technical voice on their behalf
  • Own technical support relationships for Sprinklr’s largest and most complex enterprise accounts
  • Coordinate internal escalations with Sales, Customer Success, Services, support, and engineering teams
  • Resolve issues in customized client implementations independently whenever possible
  • Conduct recurring case reviews covering ticket trends, product challenges, and unresolved issues
  • Join escalation bridge calls and partner with customers and engineering to accelerate resolution
  • Plan and deliver key customer events alongside the Success/MS team
  • Produce recurring customer health reports with improvement actions
  • Brief customers on relevant new product capabilities
  • Coordinate release-readiness discussions and planning with customers
  • Track support-case resolution times and maintain SLA compliance
  • Investigate critical issues with support and engineering stakeholders
  • Maintain the highest service standards for platinum customers
  • Deliver business analysis, functional specifications, system design, platform configuration, testing, and training
  • Provide social insights and recommendations aligned with clients’ business practices
  • Design and configure Sprinklr solutions based on client requirements, use cases, best practices, and platform capabilities
  • Conduct customer health checks, recommend platform upgrades, and advise clients during implementation projects

Requirements

  • Fluent English proficiency
  • Strong analytical and problem-solving capabilities
  • Excellent written and verbal communication skills
  • Able to learn a broad range of new technical skills quickly
  • Self-directed, proactive, and accountable for outcomes
  • Comfortable working collaboratively in a fast-paced environment
  • Graduate of a Tier-1 college
  • Strong customer-management skills and flexibility to support customers across multiple time zones
  • Available to support U.S. time zones
  • Able to work occasional weekends when business needs require it
  • Experience deploying voice and non-voice contact-center applications, including Genesys Engage, Amazon Connect, Cisco Webex Contact Center, or RingCentral
  • Knowledge of TCP/IP, VoIP, UDP, SIP, RTP, SRTP, WebRTC, and audio processing
  • Knowledge of CTI or voice-recording products
  • Experience with VoIP, dialers, ACD, IVR, and SBC technologies
  • Understanding of video conferencing, instant messaging, voicemail, DID, carriers, VoIP, and SIP
  • Knowledge of UCaaS, CPaaS, cloud platforms, contact centers, Microsoft Teams integrations, and analysis tools such as Wireshark
  • Familiarity with Salesforce Service Cloud or comparable CRM, knowledge-base platforms, and customer portals
  • At least two years of experience in telecom, call-center integration, and VoIP, including developing and deploying code that directly interacts with SIP protocols and RTP packets
  • Experience with Groovy and JavaScript

Benefits

  • Voluntary healthcare coverage for employees and their families where available
  • Paid time off
  • Open Mentoring Program for professional growth and meaningful connections

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