Deputy Manager – B2B & B2G (After-Sales Service)

EMotorad; Pune District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

EMotorad is seeking a Deputy Manager – B2B & B2G in Pune to own end-to-end after-sales service management for strategic corporate, institutional, and government accounts.

You will coordinate service delivery across centers, dealers, field teams, and logistics, ensuring high customer satisfaction and timely escalations while driving SOPs and governance per account.

Qualifications

• 3–6 years of experience in B2B account management, after-sales service, or enterprise customer experience.
• Experience managing large corporate, institutional, or government accounts.
• Strong understanding of service operations, SLA governance, and escalation handling.
• Ability to manage multiple stakeholders and drive end-to-end issue resolution.
• Excellent client-facing communication, presentation, negotiation, and relationship skills.
• Proficiency in Excel, PowerPoint, and MIS/dashboard reporting.
• Ability to manage multi-location operations and time-sensitive client requirements.
• Experience in automotive, mobility, EV or service-led businesses is a plus.

Responsibilities

• Act as the primary SPOC for assigned B2B and B2G accounts.
• Build and maintain relationships with client stakeholders.
• Understand client requirements, service expectations, and commitments.
• Conduct regular reviews and share performance updates.
• Identify and resolve client concerns to strengthen relationships.
• Own the AFS lifecycle: service requests, complaints, repairs, parts, closure.
• Coordinate with service centres, dealers, field teams, logistics, and internal support.
• Track open cases and ensure SLA adherence.
• Manage escalations with clear ownership and regular updates.
• Develop account-specific service processes for consistency.
• Manage after-sales operations for enterprise/government clients.
• Coordinate onboarding and readiness for new strategic accounts.
• Establish SOPs, escalation matrices, and governance per account.
• Ensure service readiness for bulk deployments across locations.
• Coordinate capacity planning to meet client commitments.
• Track KPIs and prepare performance dashboards for leadership and clients.
• Identify bottlenecks and drive corrective actions.
• Collaborate with Sales, CRM, Service Ops, Supply Chain, and Finance.
• Support onboarding and planning with Sales and Business Development.
• Resolve interdepartmental dependencies quickly.
• Communicate critical issues to leadership and clients.

Skills

B2B account management

After-sales service

Stakeholder management

SLA governance

Client relationship management

Excel

PowerPoint

MIS dashboards

Tools

Excel

PowerPoint

MIS dashboards

Job description

We see ourselves as a bunch of crazy maniacs who refuse to understand "It Can Not Happen". People know us for building the most awesome e-bikes (electric bicycles) but, how we see it is "We believe we are changing the world, one e-bike at a time, and playing a part in bringing India to the Global map for EVs." The company aims to bring across top-quality eBikes which would currently cost way more in the Indian market at an affordable price utilizing its local sourcing and manufacturing capabilities.

Let\'s talk numbers We are currently the market leader in India across the e-bike category and are just on the verge of announcing our series C. Having grown from a team of 5 to 150+ across the globe, from a small garage to offices across 15 countries and clocking in INR 300+ Cr revenue in first three years of operations. We have raised a series B from global investors. We think this is a great start to our exciting journey.

We think this is a great start to our exciting journey.

Come, join us, help us transform the world, mobility, and have a blast while doing it! Think you are the right fit?

Role Purpose

The Deputy Manager – B2B & B2G will act as the single point of contact (SPOC) for end-to-end after-sales service management for strategic corporate, institutional, and government clients. The role will focus on seamless service delivery, proactive account management, stakeholder coordination, and ensuring high levels of customer satisfaction across enterprise accounts.

Key Responsibilities

1. Strategic Account & Client Management

• Act as the primary SPOC for assigned strategic B2B and B2G accounts.
• Build and maintain strong relationships with client stakeholders.
• Understand client-specific requirements, service expectations, contractual commitments, and operational priorities.
• Conduct regular business reviews and share account performance updates, service metrics, and improvement plans.
• Proactively identify and resolve client concerns to strengthen long-term business relationships.

2. End-to-End After-Sales Service Management

• Own the complete AFS lifecycle, including service requests, complaint resolution, repair coordination, spare parts follow-ups, and service closure.
• Coordinate with service centres, dealers, field teams, logistics, warehouse, and internal support functions to ensure timely service delivery.
• Track open service cases and ensure adherence to agreed SLAs and turnaround times.
• Manage critical escalations and drive issues to closure with clear ownership and regular client communication.
• Develop account-specific service processes and ensure consistent execution across locations.

3. B2B & B2G Operations

• Manage after-sales service operations for enterprise, institutional, corporate, and government clients.
• Coordinate onboarding and operational readiness for new strategic accounts.
• Establish standard operating procedures (SOPs), escalation matrices, reporting mechanisms, and governance processes for each account.
• Ensure service readiness for bulk deployments, multi-location operations, and high-volume client requirements.
• Coordinate operational planning and service capacity in line with client commitments.

4. Performance Monitoring & Reporting

• Track account-level KPIs, including SLA adherence, service TAT, complaint closure, repeat issues, and customer satisfaction.
• Prepare periodic performance dashboards and business review reports for internal leadership and clients.
• Identify operational bottlenecks and implement corrective and preventive actions.
• Drive continuous improvement in service efficiency, cost effectiveness, and customer experience.

5. Cross-functional Stakeholder Management

• Work closely with Sales, CRM, Service Operations, Supply Chain, Finance, and other internal teams to ensure seamless account execution.
• Support client onboarding, new account launches, and service planning in collaboration with Sales and Business Development.
• Ensure timely resolution of interdepartmental dependencies affecting client commitments.
• Maintain clear communication with internal leadership and client stakeholders on critical issues.

Required Skills & Experience

• 3–6 years of experience in B2B account management, key account management, after-sales service, service operations, or enterprise customer experience.
• Experience managing large corporate, institutional, or government accounts.
• Strong understanding of service operations, complaint management, SLA governance, and escalation handling.
• Demonstrated ability to manage multiple stakeholders and drive end-to-end issue resolution.
• Excellent client-facing communication, presentation, negotiation, and relationship management skills.
• Proficiency in Excel, PowerPoint, and MIS/dashboard reporting.
• Ability to manage multi-location operations, competing priorities, and time-sensitive client requirements.
• Experience in automotive, mobility, EV, consumer durables, or other service-led businesses would be an advantage.

Key Performance Indicators (KPIs)

• Account-level SLA adherence and service TAT.
• Timely closure of client complaints and escalations.
• Client satisfaction and retention.
• Reduction in repeat complaints and pending service cases.
• Quality and timeliness of account performance reporting.
• Operational efficiency and adherence to account-specific SOPs.
• Successful onboarding and service readiness for new strategic accounts.