Job Summary

The Technical Expert cum Assistant Key Account Manager is responsible for providing advanced technical support while assisting in the management of key customer accounts. The role focuses on resolving technical issues, ensuring seamless service delivery, maintaining robust customer relationships, coordinating with cross-functional teams, and supporting business growth through effective account management

Key Responsibilities:

Technical Expertise

Provide expert-level technical support to internal stakeholders.
Analyze, troubleshoot, and resolve complex technical issues.
Conduct root cause analysis and implement preventive measures.
Develop and maintain SOPs, technical documentation, and knowledge repositories.
Deliver technical training and awareness sessions to teams and partners.
Support process improvement and product enhancement initiatives.
Ensure compliance with company policies, quality standards, and operational guidelines.

Key Account Management Support
Assist in managing relationships with key customers and business partners.
Act as the primary coordination point between customers and internal departments.
Monitor service performance and ensure timely resolution of customer concerns.
Support customer retention and satisfaction initiatives.
Prepare account performance reports, dashboards, and presentations.




Track customer escalations and ensure closure within defined timelines.
Identify opportunities for account growth and service improvement.

Stakeholder Coordination
Collaborate with Sales, Operations, Customer Service, and Technical teams.
Support successful implementation of customer requirements and projects.
Coordinate with internal teams to ensure SLA/TAT adherence.
Drive timely communication and updates for client management.

Qualifications
Bachelor's Degree / Diploma / ITI in Engineering, Electronics, Mechanical Engineering, or a related field.

2-5 years of experience in Technical Support, Service Operations, Customer Success, or Key Account Management.
Strong technical troubleshooting and analytical skills.
Excellent communication, presentation, and stakeholder management abilities.
Proficiency in Microsoft Office, CRM tools, and reporting platforms.

Preferred Skills
Experience in customer relationship management.
Technical certifications relevant to the industry.
Project coordination and process improvement experience.
Strong data analysis and reporting capabilities.
Ability to work independently and manage multiple priorities effectively.

Experience
2 - 3 years of service background.
2 - 3yrs sales background.

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