Lead Platinum Support Account Manager

Sprinklr

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

Posted 10/9/2026full-timeGurgaon • IndiaSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer advocacy and technical support for complex enterprise clients, with a strong focus on problem-solving, communication, and collaboration across teams. Proficient in deploying and configuring contact center applications and VoIP technologies to enhance customer experience and service delivery.

Highest-signal resume keywords

Customer AdvocacyTechnical SupportVoIP TechnologiesProblem-SolvingCollaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

VoIPSIPRTPGenesys EngageAmazon ConnectCisco Webex Contact CenterRingCentralGroovyJavaScriptTCP/IP

Soft Skills

Analytical SkillsWritten CommunicationVerbal CommunicationSelf-MotivatedCustomer Handling

Tools & Technologies

Salesforce Service CloudMicrosoft TeamsWiresharkContact Center IntegrationsUCaaSCPaaS

Industry Keywords

TelecomCall Center IntegrationCustomer SuccessService DeliveryPlatform Configuration

Tech Stack

Tools & technologies

CloudGroovyJavaScriptTCP/IPVoIP

About the role

Key responsibilities & impact

Serve as the technical voice of the customer and advocate for clients’ needs when escalating product issues
Act as the main technical support contact for Sprinklr’s largest and most complex enterprise customers
Serve as an internal escalation point, collaborating with Sales, Customer Success, Services, support, and engineering teams
Resolve issues related to clients’ custom implementations without engineering intervention where possible
Meet regularly with customer contacts for case reviews, covering support-ticket trends, product pain points, and outstanding issues
Attend bridge calls for escalated issues and work directly with customers and engineering on expedited resolution
Plan and execute important customer events with the Success/MS team
Prepare regular reports highlighting customer health index and action plans for improvement
Share insights into new product features with customers
Discuss and plan release readiness with customers
Monitor time to resolution for support cases and ensure SLA adherence
Debug critical issues with support and engineering teams
Ensure the highest standard of service delivery to platinum customers
Provide business analysis, functional specifications, system design, platform configuration, testing, and training
Provide social insights and recommendations supporting clients’ business practices
Design and configure Sprinklr solutions according to client requirements, best practices, use cases, and platform functionality
Perform customer health checks, recommend platform upgrades, and provide consulting advice during project implementation

Requirements

What you’ll need

Fluent in English
Strong analytical and problem-solving skills
Excellent written and verbal communication skills
Ability to rapidly learn a wide variety of new technical skills
Self-motivated; takes initiative and assumes ownership
Ability to work in a highly collaborative and fast-paced environment
Graduation from Tier-1 College
Strong customer handling skills and willingness to serve customers across various time zones
Expected to support U.S. time zones
Occasional weekend work may be required according to business needs
Experience deploying voice and non-voice contact center applications, including Genesys Engage, Amazon Connect, Cisco Webex Contact Center, or RingCentral
Knowledge of TCP/IP, VoIP, UDP, SIP, RTP, SRTP, WebRTC, and audio processing
Knowledge of CTI or voice recording products
Experience with VoIP, dialers, ACD, IVR, and SBC
Understanding of video conferencing, IM, voicemail, DID, carriers, VoIP, and SIP
Knowledge of UCaaS, CPaaS, cloud, contact center, integrations such as Microsoft Teams, and analysis tools such as Wireshark
Familiarity with Salesforce Service Cloud or similar CRM, knowledge-base systems, and customer portals
At least two years of experience with telecom, call center integration, and VoIP, including developing and deploying code interacting directly with SIP protocols and RTP packets
Experience with Groovy and JavaScript

Benefits

Comp & perks

Voluntary healthcare coverage for you and your family in countries where applicable
Paid time off
Open Mentoring Program supporting growth and meaningful connections