Sprinklr is hiring a

Manager, Product Support

Bengaluru, India

Meet our Product Support Team!

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
  • Experience with international customers a plus.

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