Lead Platinum Support Account Manager

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Act as the technical advocate for clients, representing their interests when escalating product-related issues.

• Track resolution timelines for assigned support cases to ensure compliance with service level agreements (SLAs).

• Attain expertise in each client’s tailored implementation and address configuration issues without requiring engineering support.

• Conduct regular reviews of customer cases to analyze ticket trends, product challenges, and unresolved issues.

• Collaborate effectively with members of the account team, Sales, Customer Success, Services, support, and engineering teams.

• Participate in escalation bridge calls, working closely with both customers and engineering to speed up resolutions.

• Plan and organize key customer events in conjunction with the Success/MS team.

• Generate regular reports that showcase customer health indices and outline action plans.

• Provide insights on new product features and prepare customers for upcoming releases.

• Troubleshoot critical issues alongside support and engineering teams.

• Maintain the highest quality of service delivery for platinum customers.

• Conduct business analysis, write functional specifications, design systems, configure platforms, perform testing, deliver training, and manage operational upkeep.

• Offer social insights and recommendations that bolster clients' business operations.

• Design and set up Sprinklr solutions based on requirements, best practices, use cases, and platform capabilities.

• Provide expert consulting throughout project implementation.

⛳️ Requirements

• Proficiency in both English and Spanish.

• Experience with deploying both voice and non-voice contact center applications, including but not limited to Genesys Engage, Amazon Connect, Cisco Webex Contact Center, RingCentral, Vonage, Nice CXone, Talkdesk, or Avaya OneCloud.

• Strong interpersonal skills and a commitment to serving customers across different time zones.

• Ability to work standard business hours in Mexico; occasional work on Saturdays or Sundays every other week may be necessary.

• Familiarity with TCP/IP, VoIP, UDP, SIP, RTP, SRTP, WebRTC, and audio processing technologies.

• Knowledge of CTI, voice recording solutions, VoIP, dialers, ACD, IVR, SBC, video conferencing, IM, voicemail, DID, carriers, and SIP.

• Understanding of UCaaS, CPaaS, cloud contact center platforms, Microsoft Teams integrations, and analytical tools like Wireshark.

• Experience with Salesforce Service Cloud or comparable CRM, knowledge base systems, and customer portals.

• A minimum of 2 years’ experience in telecommunications, call center integration, and VoIP, including the development and deployment of code that interacts directly with SIP protocols and RTP packets.

• Over 3 years’ experience in supporting software and services or account management with a focus on fostering long-term relationships and ensuring client satisfaction.

• Exceptional analytical, problem-solving, data analysis, communication, and customer service abilities.

• Capability to quickly acquire new technical skills.

• Self-driven, proactive, and accountable for work tasks.

• Comfortable working in a highly collaborative and fast-paced environment.

• Fluency in Spanish or Portuguese at a professional or native/bilingual level, both verbally and in writing.

• A bachelor’s degree is required, or an equivalent combination of experience and training.

🏝️ Benefits

• Voluntary healthcare coverage for employees and their families where applicable.

• Paid time off.

• Access to an Open Mentoring Program.

• Flexible remote work arrangements.