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 solid 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.