Key Account Manager- Customer Support & Success

JD for Key Account Manager- Customer Support & Success

- Customer Support

·      Responsibility of Service parameters TAT, Response time, Out of Box failure, Preventive Maintenance visits.

·      Responsible for System troubleshooting, Root Cause Analysis and effective countermeasures on field and Service Centre

·      Improve Customer responsiveness - Reduce current order delivery lead time, Data flow from order receipt to delivery to collection till support.

·      Executing SOP, Work Instructions, and practices for the Aftersales

·      Database Maintenance and timely Reports submission

·      Warranty Claims, Replacement, Reimbursement and Spare Part Management

·      Collaborating with external teams like Channel Partners, Distributors, Service providers, consultants, etc to manage Aftersales operations.

-Customer Success

·      Continuous engagement with customer

·      Maintain strong relationships with customers and ownership of customers’ success measured through NPS and other metrics that measure customer sentiment.

·      Handling customer escalations and concerns and seek to improve all aspects of the customer experience.

-Cross Function Relationships

·      Work closely with Sales, Manufacturing, Product Management, R&D, Quality, Finance to achieve smooth Service delivery.

·      Establish and Manage relationships with cross-functional teams.