Customer Support & Success

Navi Mumbai (On-Site)

Executive

Fulltime

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 robust 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.

Skills

Customer Support

Customer Service Operations

Complaint Management

Customer Success

Customer Relations

Escalations Management

Aftersales

📌 Key Account Manager- Customer Support & Success (Navi Mumbai)
🏢 IdeaForge
📍 Navi Mumbai