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Company

Sprinklr · 3 hours ago

Support Account Manager

Washington, United States

Full-time

Remote

Entry, Mid Level

$49K/yr - $81K/yr

2+ years exp

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Responsibilities

Serve as the technical voice of the customer and advocate for your clients’ needs when escalating product issues.

Closely monitor total time to resolve for your assigned customer support cases and always ensure adherence to SLAs.

Be an expert on the Client’s custom implementation and be able to resolve issues pertaining to their setup that doesn’t require engineering intervention.

Meet regularly with your customer contacts for case reviews. You’ll cover trends you see in support tickets, look for opportunities to reduce pain points in product use, and deliver updates on outstanding issues.

Collaborate regularly with other members of the account team to address reported issues and support their efforts.

Attend bridge calls for escalated issues and work directly with the customer and engineering for expedited resolution.

Plan and execute important events for customers in collaboration with Success/MS team.

Prepare regular reports for internal stakeholders for all your accounts to highlight customer health index and plan of action to improve.

Share regular insights into new product features with your customers.

Discuss and plan release readiness to meet customer expectations and ensure faster resolution on release related issues.

Roll up your sleeve and work with support/engineering teams to debug critical issues reported by your accounts.

Ensure the highest standard of service delivery to our platinum customers.

Expertise in business analysis, functional specification, system design, platform configuration, testing, and training while assisting in operational housekeeping. This Includes:

Provide social insights and recommendations to support clients’ business practices.

Design and configure 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.

Provide consulting advise to clients about Sprinklr platform during different phases of project implementation.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer support experienceTechnical problem-solvingBusiness analysisPlatform configurationVoice contact center applicationsVoice protocolsCTI knowledgeVoIP knowledgeUCaaS knowledgeSalesforce Service CloudFluent in EnglishCollege DegreeGroovyJavascriptCollaborative environment

Required

Strong customer interpersonal skills, and willingness to serve customers across various time zones.

Strong analytical and problem-solving skills.

Fluent in English.

Excellent communication skills, both written and verbal.

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.

Self-motivated, takes initiative, assumes ownership.

Ability to work in a highly collaborative and fast-paced environment.

College Degree.

Preferred

Experience deploying Voice and Non-Voice Contact center applications like Genesys Engage, Amazon Connect, Cisco Webex Contact Center, Ring Central etc.

Good Knowledge of Voice protocols like TCP/IP, VOIP, UDP, SIP, RTP, SRTP, WebRTC, audio processing.

Knowledge in CTI or Voice recording products.

Knowledge on VOIP, Dialer, ACD, IVR, SBC.

Exposure and understanding of video conferencing, IM, Voicemail, DID, carriers, knowledge of VOIP and SIP.

Knowledge of UCaaS, CPaaS platform, Cloud, Contact Center, Integrations like MS teams, and analysis tools like Wireshark, etc.

Familiar with Salesforce Service Cloud or similar CRM systems, KB systems, and Customer portals for case management.

At least two years' experience with telecom, call center integration, and VoIP, including developing and deploying code that directly interacts with SIP protocols, rtp packets, and the like.

Experience in Groovy and Javascript.