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Linkedin · Posted 2d ago
Key Account Manager- Customer Support & Success
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Indexed description
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.
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