The most important criteria for joining our Product Support team are:
Passion for solving client challenges and commitment to client delight
Excellent written and verbal communication skills
Ability to multi-task and prioritize in fast-paced and highly collaborative environment both independently and as a member of a team
Both attention to detail as well as the ability to see the high level view
Positive, proactive and can-do attitude
Fluency in social media platforms
What You'll Do
The Product Support Manager is responsible for managing a team of product support engineers to provide first class service and post-sales support to Sprinklr’s customer base. The successful candidate will be experienced in leading and developing a 24x7 support team within an enterprise SaaS product environment.
What Are Your Responsibilities
Daily evaluation of metrics and communication/monitoring with team leads to discuss and affect team performance
Setting clear objectives, evaluating progress and instilling a high performance culture with focus on teamwork, service excellence and ownership for resolving customer issues
Working closely the the Product Support management team to suggest ongoing process improvement, problem resolution and workflow improvements
Managing the team and individual performance, technical and skills development
Developing and maintaining knowledge of the Sprinklr products
Who You Are & What Makes You Qualified
Minimum of 6 years of experience in customer support, and 2 years experience managing a team of product support engineers
Strong technical background and ability to speak to engineers, developers and end users.
Ability to effectively communicate with direct reports, peers and senior management
Experienced and conversant in SLAs and ticket severities
Diligent in generating and interpreting support metrics, and suggesting process improvements based on this data
Able to groom team-members to help them grow to the next level.
Confident, professional and courteous communication with customers