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 on-site 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;
• Robust 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 (Indore)
🏢 Solarsure
📍 Indore