Serve as the primary technical voice of the customer, advocating for client needs during product issue escalations
Conduct regular case review meetings with customer stakeholders to analyze ticket trends, identify opportunities to reduce friction, and provide updates on ongoing issues
Collaborate closely with account teams, including Sales and Customer Success, to align priorities and drive resolution of reported issues
Partner with Support Engineers to ensure timely resolution of client issues in accordance with SLA targets
Participate in and lead bridge calls for escalated incidents, working directly with customers and engineering teams to expedite resolution
Continuously monitor account health and drive improvements to the overall customer support experience
Contribute to the ongoing evolution and strengthening of the Platinum Support program through proactive feedback and process improvements
Participate in a weekend on-call rotation, including one Saturday or Sunday on a bi-monthly basis
What Success Looks Like
Reduction in repeat issues through proactive trend analysis and continuous improvement initiatives
High levels of customer satisfaction and strong, trust-based stakeholder relationships
Clear, proactive, and consistent communication during escalations and critical events
Effective coordination across Support, Engineering, and Account teams to drive timely resolution of issues
Qualification
3-5 years of experience in a product support role within a software or services organization; experience in a fast-paced SaaS environment is preferred
Bachelor's degree in a technical field, or a business degree with relevant experience in IT support or SaaS environments
Strong understanding of customer support processes, including case management, escalation handling, and SLA adherence
Proven ability to communicate effectively with both technical and non-technical stakeholders, including senior customer contacts
Experience working cross-functionally with engineering, product, and customer-facing teams
Familiarity with relational and non-relational databases such as MySQL, MongoDB, or Elasticsearch
Strong analytical and problem-solving skills, with the ability to identify trends and drive continuous improvement
Experience with scripting languages such as Python or JavaScript is a plus
Lead a new category of enterprise software that we call Unified-CXM.
Empower companies to deliver next generation, unified engagement journeys that reimagine the customer experience.
Create a culture of customer obsession, with trust, teamwork, and accountability.
Benefits
Health insuranceVision insurance
Additional Information
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.
Job Description
Sprinklr · India