Lead Platinum Support Account Manager at Sprinklr in Karnataka

Job description

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 Key Responsibilities Develop comprehensive knowledge of Sprinklr's core platform capabilities, features, and modules relevant to HDFC operations. Gain in-depth understanding of HDFC-specific customisations, configurations, workflows, integrations, and business process flows across all supported tracks. Analyse and validate issues by considering both standard Sprinklr functionality and the designed customer-specific implementation. Perform functional testing, root cause analysis, and impact assessments across interconnected workflows and customer journeys. Support operational excellence by ensuring adherence to defined ticketing, escalation, and communication processes between Sprinklr and HDFC teams. Actively collaborate with Product, Engineering, Support, and Customer Success teams to drive timely and effective issue resolution. Maintain up-to-date documentation and knowledge repositories to support cross-functional learning and operational continuity. Serve as a subject matter expert for assigned tracks while continuously expanding proficiency across adjacent HDFC business areas. Communication Responsibilities Develop expertise in Sprinklr's internal ticketing and escalation workflows to ensure efficient coordination across support, product, and engineering teams. Ensure customer updates, internal handoffs, and escalation requests are accurately documented and communicated to drive faster resolution and improved customer experience. We focus on our mission : Sprinklr was founded in 2009 to solve a big problem: growing enterprise complexity that separated brands from their customers. Our vision was clear: to unify fragmented teams, tools and data — helping large organizations build deeper, more meaningful connections with the people they serve. Today, Sprinklr has a unified, AI-native platform for four product suites: Sprinklr Service, Sprinklr Social, Sprinklr Marketing, and Sprinklr Insights. Sprinklr is here to do three things: 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. We believe in our product : Customers who value exceptional customer experiences have what they need on our single unified platform, built with an operating system approach on a single codebase. That means that everything — and everyone — can work together to service, respond, sell, and market to customers on the channels they prefer. While Unified Customer Experience Management (Unified-CXM) as a category is just getting started, we are well on our way to creating a no-compromise, unified approach to better customer experiences for the world’s leading enterprise brands. We invest in our people : We offer a comprehensive suite of benefits designed to help each member of our team thrive. Sprinklr believes that you should be able to get the type of care you need for your personal well-being when you need it. We offer you and your family voluntary healthcare coverage in countries where applicable. We believe it is import