Senior Platinum Account Manager

Position: Senior Platinum Support Account Manager
Location: Bengaluru

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

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.
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,…