KAM

04/10/2025

Indore

Full Time To act as the single point of contact (SPOC) for all SolarSure customers throughout their project lifecycle — from post-sale onboarding to plant handover and after-sales support. Ensures that customer queries are resolved by coordinating with internal teams, while also managing AMC service, generation performance, and complaint resolution after commissioning.

Key Responsibilities

1️⃣

- Client Coordination &
- Journey Ownership

- Act as the SPOC for each customer from onboarding till AMC handover
- Provide updates on project progress, documentation status, approvals, and execution milestones
- Answer customer queries related to layout, approvals, net metering, invoicing, or warranties by coordinating internally with the respective teams
- Escalate client dissatisfaction, delays, or repeated issues to the Head of Projects

2️⃣

- System Monitoring &
- Performance Escalation

- Monitor plant generation using dashboards (Solarman, Sungrow, Enphase, etc.)
- Detect and flag generation drops, faults, or inverter shutdowns
- Coordinate with Projects or Contractors for resolution and site intervention
- Keep clients informed about restoration timelines or fixes

3️⃣

- AMC &
- Preventive Maintenance

- Maintain AMC service calendar and ensure cleaning/service schedules are met
- Coordinate with in office O&M; staff and confirm visit completion
- Maintain AMC service records and submit reports to clients when needed

4️⃣

- Complaint Handling &
- Closure

- Receive complaints via calls, WhatsApp, or mail
- Categorize and log issues: inverter faults, grid shutdowns,



structure issues, etc.
- Assign to the relevant internal team for action
- Follow up and ensure closure within committed timeline, keeping client informed

5️⃣

- Documentation &
- Handover Support

- Ensure that net metering, CEIG approvals, commissioning certificates, and AMC terms are properly explained and documented
- Maintain updated client folders (digital + physical if needed)
- Share handover kits and basic O&M; guidance with clients post-commissioning

6️⃣

- Feedback &
- Retention

- Conduct follow-up calls with clients post-handover and post-service
- Collect feedback and improve resolution processes based on recurring issues
- Share tips and updates (cleaning schedule, seasonal advice) with clients periodically

KPIs (Key Performance Indicators)

- % client queries responded to within SLA
- Average complaint resolution time
- AMC adherence rate (timely service visits)
- Client satisfaction score (via feedback surveys)
- Plant generation uptime across managed sites
- Internal coordination turnaround time (issue → resolution)

Requirements

- 2–5 years of experience in customer support, client servicing, or solar O&M;
- Strong communication and relationship-building skills (Hindi &
- English)
- Ability to work cross-functionally with technical, regulatory, and execution teams
- Familiarity with solar project stages and inverter/monitoring tools
- Basic knowledge of Excel, Google Sheets, and service CRMs
- Diploma/B.E. (Electrical preferred, but not mandatory)
- Client-focused attitude with strong problem-solving instincts

📌 Customer Support & After-Sales Executive (KAM) (Indore)
🏢 Solarsure
📍 Indore