Platinum Support Account Manager II

Role Responsibilities:

• Act as the technical voice and escalation point for platinum enterprise customers.
• Troubleshoot and resolve critical contact center and VoIP issues across customer environments.
• Manage SLAs, case resolutions, and prepare customer health reports.
• Collaborate with cross-functional teams to deliver proactive support and solution optimization.

Key Deliverables:

• Ensure seamless issue resolution with minimal engineering involvement.
• Provide strategic consulting and Sprinklr solution configuration.
• Support multilingual clients, primarily across U.S. and LATAM regions.
• Conduct root cause analyses and share insights on product readiness and updates.