Senior Platinum Support Account Manager

Responsibilities: Technical Support I ncident 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 team s , 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. Bachelors degree