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.