Key Account Manager - After Sales Services (3-6 yrs)

- The incumbent will be responsible for the development, continuous improvement and delivery of customer service.

- Drive the strategic development of operational requirements, processes and technology, to deliver key service outcomes to the customers.

- Identify and implement culture, process and performance improvements and efficiencies in the service business.

Key Accountabilities:

Client Relationship Management:

- Build and Maintain Strong Relationships

- Understand Customer Needs

- Provide Consultative Support

Customer Satisfaction and Retention:

- Ensure High Customer Satisfaction

- Conduct Follow-Ups

- Proactive Problem Resolution

After-Sales Service Delivery:

- Coordinate Service Requests:

- Manage Service Level Agreements (SLAs):

- Track Service Performance:

Collaboration with Internal Teams:

- Liaise with Service and Technical Teams

- Coordinate with Sales Teams

- Provide Product Feedback

Customer Retention & Loyalty Programs:

- Create Retention Strategies

- Track Customer Health Metrics

Reporting and Analytics:

- Track Key Metrics

- Prepare Reports

- Identify Trends

Contract and Warranty Management:

- Oversee Service Contracts and Warranties

- Ensure Compliance

Continuous Improvement:

- Improve After-Sales Processes

- Gather and Apply Customer Feedback

Training and Support for Customers:

- Customer Education

- Offer Technical Support:

Operating Environment:

- Jobholder will be based out of Bangalore HQ and would travel across the country for supporting service vertical related aspects such as business development, team building, market survey, audits or general visits.

- Works in a performance driven culture with occasional travel to meet the service partners. Operationally, manage the P&L of the Service partners, continuously improve the CSAT and NPS scores, proactively enhance customer service and lead the service vertical by ensuring nurturing work environment.

Communication & Working Relationships:

Internal & External:

- Service head

- Coordination with internal teams such as Supply Chain, Retail operations, Service Operations, Sales,

- Marketing, HR & Finance etc.

- Work closely with the business partners

Qualifications, Experience, Knowledge & Skills:

Qualifications:

- Graduation - Engineering / B. Tech or equivalent degree

- Proficiency in English - working knowledge in one or more regional languages will be a plus

Experience:

Age 25 - 35 years of age; 3+ years of relevant work experience in service space

Preferred Industries: Telecom, Retail, Handset , After Sales

Target companies: All Appliance & Mobile Industries etc.

Skills:

- Effective communication and sleek presentation skills

- Strong in Data Analytics, Proficiency in MS Suite, etc.

- Proficiency in working with service centre tools and software