HILTI - Senior Technical Account Manager - Customer Success (5-6 yrs)

Job Title : Sr. Technical Account Manager

Department : Customer Success

About Hilti:

- Hilti is a global leader in the construction industry, renowned for its innovative solutions that enhance productivity, safety, and sustainability.

- With a 25-year legacy of excellence in India, Hilti leverages cutting-edge technology, including power tools, software, and services, to revolutionize construction practices.

- Our direct sales model fosters personalized customer interactions, enabling us to deliver tailored solutions and build a better future for our clients.

- At Hilti, we are committed to community impact and value inclusivity and volunteerism in all aspects of our operations.

Role Summary:

- The Sr. Technical Account Manager plays a crucial role in driving customer success within designated key accounts.

- This is a full-time, on-site position requiring a deep understanding of customer needs and a proactive approach to delivering exceptional support.

- The successful candidate will collaborate closely with cross-functional teams to develop and implement comprehensive solutions that exceed customer expectations and contribute significantly to the overall business growth.

Key Responsibilities:

Account Management:

- Develop and maintain strong, long-term relationships with key clients in the assigned territory (Kolkata, Mumbai, Nagpur).

- Proactively identify and understand client needs, challenges, and business objectives.

- Conduct regular account reviews and proactively address potential issues.

- Ensure customer satisfaction and loyalty through exceptional service delivery.

Technical Support:

- Provide expert technical guidance and support to clients on Hilti products, systems, and solutions.

- Troubleshoot technical issues and provide timely resolutions.

- Conduct on-site demonstrations and product training to enhance customer knowledge.

- Stay abreast of the latest technological advancements and industry trends.

Solution Development:

- Collaborate with cross-functional teams (e. , sales, engineering, product management) to develop and implement customized solutions that address client needs.

- Analyze client data and identify opportunities for process improvement and cost optimization.

- Prepare proposals and presentations to effectively communicate solution value to clients.

Business Development:

- Identify and pursue new business opportunities within existing accounts.

- Contribute to the achievement of key performance indicators (KPIs) related to customer satisfaction, account growth, and revenue targets.

Customer Advocacy:

- Act as a strong advocate for customer needs within the organization.

- Gather and share customer feedback to improve product development and service delivery.

Qualifications:

Essential:

- Bachelor's degree in Engineering, Construction Management, or a related field.

- Excellent communication and interpersonal skills, both written and verbal.

- Proven experience in account management, customer service, or a related field.

- Strong technical background with a solid understanding of construction principles and practices.

- Demonstrated problem-solving and analytical skills with a strong attention to detail.

- Ability to work independently and as part of a high-performing team.

- Proficiency in Microsoft Office Suite and CRM systems.

- Willingness to travel within the assigned territory as required.

Desirable:

- Experience in the construction industry, preferably with exposure to Hilti products and solutions.

- Knowledge of construction software and technologies.

- Project management experience