Senior Manager

HROne; Dadri; On-site; INR 2,500,000 - 3,500,000; Full time

Job summary

Addverb is seeking a Senior Manager - Customer Account Management to drive after-sales growth across the assigned region, overseeing service sales, contracts, upgrades and spare parts, and ensuring customer success.

You will lead the after-sales team, collaborate with SCM, design, production, and quality, focusing on uptime, SLA compliance, and revenue targets while delivering operational excellence and strong client loyalty.

Qualifications

• 12-15 years of experience in after-sales/customer account management.

Responsibilities

• Implement After-sales strategy for the assigned region to increase revenue and profitability and improve customer satisfaction.
• Institutionalise a customer-centric approach by identifying gaps and resolving them with structured action plans.
• Pitch services including AMC, 24x7 support contracts, upgrades, and spare parts sales to meet targets.
• Negotiate, renew and monitor contracts and orders with customers to ensure smooth operations of automation equipment deployed at the customer end.
• Establish systems and processes and monitor performance metrics for smooth handover from projects and effective aftersales operations at site.
• Identify trends in customer-reported issues, work with cross-functional teams to develop data-driven solutions and reduce errors to ensure uptime.

Job description

Purpose-

To drive the after-sales business growth and customer success by managing service sales, contracts, system upgrades, spare parts, and customer support operations for warehouse automation solutions. The role is responsible for achieving revenue targets, ensuring customer satisfaction, leading team performance, and collaborating with cross-functional stakeholders to deliver operational excellence.

Roles and Responsibilities-

1. 1. Implement After-sales strategy for assigned region and review the same through objectives (targets), policies and initiatives to increase revenue & profitability for Addverb and improve customer satisfaction and loyalty.
2. 2. To institutionalise a customer-centric approach in the organisation by proactively identifying gaps within the team and resolving the same with structured action plans.
3. 3. Pitching for all types of services including- AMC, 24*7 Support contract, modifications & upgrades, spare parts sales ensuring that the targets are met.
4. 4. Negotiate, finalise, renew and monitor contracts and orders with customers to ensure smooth operations of automation equipment deployed at the customer end
5. 5. Establish adequate systems and processes and monitor performance metrics to ensure a smooth handover from projects along with effectiveness and efficiency of aftersales operations at the site
6. 6. Identify trends and patterns in customer-reported issues, work collaboratively with cross-functional teams to develop data-driven solutions, and execute improvement initiatives aimed at reducing errors and ensuring optimal equipment uptime and reliability.
7. 7. Gather market intelligence and competitor insights to develop effective after-sales strategies that create a unique value proposition and strengthen customer loyalty toward Addverb After Sales services.
8. 8. Maximize customer satisfaction through exceptional service delivery, resulting in increased customer retention, repeat business, and referrals.
9. 9. Maintain end-to-end visibility of service tickets and implement effective corrective actions to prevent recurrence of issues.
10. 10. Ensure adherence to the escalation matrix so that the SLAs are not breached in the region to ensure high customer morale and satisfaction.
11. 11. Collaborate with cross-functional teams such as SCM, purchase, design, production, quality, product development, project team etc. to resolve issues and improve product/service quality and customer satisfaction.
12. 12. Engage with customers by visiting assigned sites to understand their key performance indicators, identify improvement opportunities, and provide proactive resolutions to open issues, thereby driving higher customer satisfaction.
13. 13. Support the Sales team to provide competitive offers and packages that help reduce the overall cost of ownership of automation.
14. 14. Support the Sales team to provide competitive offers and packages that help reduce the overall cost of ownership of automation.
15. 15. Develop, coach, and motivate the after-sales team to achieve business objectives and performance targets.
16. 16. Achieve 100% conversion on total spare quotations submitted
17. 17. Achieve 100% compliance on Project takeover checklist from Project to After Sales team.

Education Qualification-

Achieve 100% compliance on Project takeover checklist from Project to After Sales team.

Years of experience- 12-15 years

Job attachment Senior Manager- Customer account management.pdf