Territory Manager

Redion; Mumbai; Presencial; INR 600.000 - 900.000; Jornada completa

Descripción de la vacante

Redion in Mumbai is seeking a Technical Expert cum Assistant Key Account Manager to provide advanced technical support and assist in managing key customer accounts.

You will resolve complex issues, coordinate with cross-functional teams, and drive service delivery while strengthening customer relationships.

The role requires 2–5 years’ experience in technical support or account management and a degree in engineering or a related field.

Formación

• Bachelor’s Degree / Diploma / ITI in Engineering or related field.
• 2–5 years in Technical Support, Service Operations, Customer Success or KAM.
• Strong troubleshooting and analytical abilities.
• Excellent communication and stakeholder management.

Responsabilidades

• Provide expert-level technical support to internal stakeholders.
• Analyze, troubleshoot and resolve complex issues.
• Perform root-cause analysis and preventive actions.
• Create and maintain SOPs, docs, knowledge bases.
• Deliver technical training to teams and partners.
• Support process improvements and product enhancements.
• Ensure compliance with policies, standards, and guidelines.
• Assist in managing relationships with key customers.
• Coordinate between customers and internal teams.
• Monitor service performance and resolve issues promptly.
• Support customer retention and satisfaction efforts.
• Prepare account performance reports and dashboards.
• Track escalations and close within timelines.
• Identify opportunities for account growth.
• Collaborate with Sales, Operations, and Service teams.
• Ensure successful implementation of customer requirements.
• Coordinate with teams to meet SLA/TAT.
• Drive timely client communications and updates.

Conocimientos

Technical troubleshooting

Stakeholder management

Communication and presentation

Reporting and analytics

Educación

Bachelor's Degree / Diploma / ITI in Engineering or related field

Herramientas

Microsoft Office

CRM tools

Reporting platforms

Descripción del empleo

Job Summary

The Technical Expert cum Assistant Key Account Manager is responsible for providing advanced technical support while assisting in the management of key customer accounts. The role focuses on resolving technical issues, ensuring seamless service delivery, maintaining strong customer relationships, coordinating with cross-functional teams, and supporting business growth through effective account management

Key Responsibilities:

Technical Expertise

• Provide expert-level technical support to internal stakeholders.
• Analyze, troubleshoot, and resolve complex technical issues.
• Conduct root cause analysis and implement preventive measures.
• Develop and maintain SOPs, technical documentation, and knowledge repositories.
• Deliver technical training and awareness sessions to teams and partners.
• Support process improvement and product enhancement initiatives.
• Ensure compliance with company policies, quality standards, and operational guidelines.

Key Account Management Support

• Assist in managing relationships with key customers and business partners.
• Act as the primary coordination point between customers and internal departments.
• Monitor service performance and ensure timely resolution of customer concerns.
• Support customer retention and satisfaction initiatives.
• Prepare account performance reports, dashboards, and presentations.
• Track customer escalations and ensure closure within defined timelines.
• Identify opportunities for account growth and service improvement.

Stakeholder Coordination

• Collaborate with Sales, Operations, Customer Service, and Technical teams.
• Support successful implementation of customer requirements and projects.
• Coordinate with internal teams to ensure SLA/TAT adherence.
• Drive timely communication and updates for client management.

Qualifications

• Bachelor's Degree / Diploma / ITI in Engineering, Electronics, Mechanical Engineering, or a related field.
• 2-5 years of experience in Technical Support, Service Operations, Customer Success, or Key Account Management.
• Strong technical troubleshooting and analytical skills.
• Excellent communication, presentation, and stakeholder management abilities.
• Proficiency in Microsoft Office, CRM tools, and reporting platforms.

Preferred Skills

• Experience in customer relationship management.
• Technical certifications relevant to the industry.
• Project coordination and process improvement experience.
• Strong data analysis and reporting capabilities.
• Ability to work independently and manage multiple priorities effectively.

Experience

• 2 - 3 years of service background.
• 2 - 3yrs sales background.