Senior Platinum Support Account Manager

Sprinklr is the definitive, AI-native platform for Unified Customer Experience Management (Unified-CXM), empowering brands to deliver extraordinary experiences at scale — across every customer touchpoint.

By combining human instinct with the speed and efficiency of AI, Sprinklr helps brands earn trust and loyalty through personalized, seamless, and efficient customer interactions. Sprinklr’s unified platform provides powerful solutions for every customer-facing team — spanning social media management, marketing, advertising, customer feedback, and omnichannel contact center management — enabling enterprises to unify data, break down silos, and act on real-time insights.

Today, 1,900+ enterprises and 60% of the Fortune 100 rely on Sprinklr to help them deliver consistent, trusted customer experiences worldwide.

What will you do:

Working on the Platinum Support Team, the Sr. Platinum Support Account Manager is the main technical support contact serving Sprinklr’s largest and most complex customers. We work with program managers and executive level decision makers at large enterprise brands to deliver excellent customer support experience.

Platinum Support Account Manager also acts as an internal escalation point, collaborating with Sales, Customer Success, Engineering & Services to resolve issues.

The PSAM also acts as the day-to-day point of contact for clients, ensuring optimal client service as it relates to platform performance, and functionality while supporting line management and operational excellence.

Responsibilities:

Technical Support & Incident 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 teams, translating complex technical blockers into clear business impact statements and recovery timelines.

• Resolve complex platform issues independently without needing engineering intervention whenever possible.