Key Account Manager- Customer Support & Success

ideaForge; Navi Mumbai; On-site; INR 800,000 - 1,200,000; Full time

Job summary

ideaForge in Navi Mumbai is seeking a Key Account Manager- Customer Support & Success to ensure seamless service delivery and high customer satisfaction. You will own service parameters, coordinate with cross-functional teams, and drive improvements in response times and maintenance scheduling.

You will engage with channel partners and service providers, manage warranty/replacements, and monitor NPS to strengthen long-term relationships.

Qualifications

• Handling service parameters like TAT, response time, and maintenance visits.
• Root Cause Analysis and effective countermeasures on field and service centre.
• Maintain data flow from order receipt to delivery and collection.

Responsibilities

• Collaborating with channel partners, distributors, service providers and consultants.
• Customer Success and continuous engagement with customers.
• Handle customer escalations to improve experience.
• Work with Sales, Manufacturing, Product Management, R&D, Quality, Finance to ensure service delivery.
• Establish and manage relationships with cross-functional teams.

Skills

Customer Support

Customer Success

Relationship Management

Cross-functional Collaboration

Job description

JD for Key Account Manager- Customer Support & Success

• Customer Support
• Responsibility of Service parameters TAT, Response time, Out of Box failure, Preventive Maintenance visits.
• Responsible for System troubleshooting, Root Cause Analysis and effective countermeasures on field and Service Centre
• Improve Customer responsiveness - Reduce current order delivery lead time, Data flow from order receipt to delivery to collection till support.
• Executing SOP, Work Instructions, and practices for the Aftersales
• Database Maintenance and timely Reports submission
• Warranty Claims, Replacement, Reimbursement and Spare Part Management
• Collaborating with external teams like Channel Partners, Distributors, Service providers, consultants, etc to manage Aftersales operations.
• Customer Success
• Continuous engagement with customer
• Maintain strong relationships with customers and ownership of customers’ success measured through NPS and other metrics that measure customer sentiment.
• Handling customer escalations and concerns and seek to improve all aspects of the customer experience.
• Cross Function Relationships
• Work closely with Sales, Manufacturing, Product Management, R&D, Quality, Finance to achieve smooth Service delivery.
• Establish and Manage relationships with cross-functional teams.