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 effective 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
Key Responsibilities
- 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