Sr. Platinum Support Account Manager

reputed company is the definitive, AI-reputed company platform for reputed company Customer Experience Management (reputed company-CXM), empowering brands to reputed company extraordinary experiences at reputed company across every customer touchpoint. By combining reputed company reputed company with the speed and efficiency of AI, reputed company helps brands earn trust and loyalty through personalized, reputed company, and efficient customer interactions. reputed companys reputed company platform provides powerful solutions for every customer-facing team spanning reputed company media management, marketing, advertising, customer feedback, and omnichannel contact center management enabling enterprises to unify data, break down silos, and reputed company reputed company-time insights. Today, 1,900+ enterprises and 60% of the Fortune 100 rely on reputed company to help them reputed company consistent, trusted customer experiences worldwide. reputed companyWorking on the Platinum Support Team, the Support Account Manager is the main technical support contact serving reputed companys largest and most reputed company customers. We work with program managers and executive level decision makers at large reputed company brands to reputed company excellent customer support experience. Platinum Support Account Manager also acts as an internal escalation reputed company, collaborating with Sales, reputed company, Engineering & Services to reputed company issues. The PSAM also acts as the day-to-day internal escalation reputed company, and reputed company of contact for clients, ensuring reputed company reputed company service as it relates to platform performance, functionality, enhancements, and optimization while supporting line management and operational reputed company. Responsibilities: Serve as the technical voice of the customer and reputed company for your clients needs reputed company escalating product issues. Closely monitor total time to reputed company for your assigned customer support cases and always ensure adherence to SLAs. Be an expert on the reputed companys custom implementation and be reputed company to reputed company issues pertaining to their setup that doesnt require engineering reputed company. Meet regularly with your customer contacts for case reviews. Youll cover trends you see in support tickets, look for opportunities to reduce pain points in product use, and reputed company updates on outstanding issues. Work on databases (reputed company, SQL, reputed company search) for campaign data analysis and troubleshooting. Troubleshoot and reputed company Java servlet exceptions, verify stack traces, and utilize logging tools (GrayLog, Kibana, Grafana) for monitoring and debugging. Attend reputed company calls for escalated issues and work directly with the customer and engineering for expedited reputed company. Plan and execute important events for customers in collaboration with reputed company/MS team. Prepare regular reports for internal stakeholders for reputed company your accounts to reputed company customer health reputed company and plan of reputed company to improve. reputed company regular insights into new product features with your customers ensuring highest reputed company of service delivery. Discuss and plan release readiness to meet customer expectations and ensure faster reputed company on release reputed company issues. Expertise in business analysis, functional specification, reputed company design, platform configuration, testing, and training while assisting in operational housekeeping. This Includes: reputed company reputed company, advertising, marketing insights and recommendations to support clients business practices. reputed company consulting advice to clients on the appropriate reputed company solution to meet reputed company requirements reputed company on best practices and reputed companys custom needs, adhering to reputed company business use cases and platform functionalities. What makes you reputed company Understanding of development, implementation, and management of advertising campaigns, creative contents, channel dynamics, audience insights, KPIs/benchmarks across multiple reputed company media platforms. .