Key Account Manager- Customer Support & Success ideaForge

Earn Modes; Hinoba-an; On-site; PHP 480,000 - 720,000; Full time

Job summary

Earn Modes is seeking a proactive Key Account Manager to drive customer support and success across strategic accounts in the Philippines. You will manage service parameters, coordinate cross-functional teams, and ensure swift resolution of issues to maintain high customer satisfaction.

You will collaborate with Sales, Manufacturing, Product Management, R&D, Quality, and Finance to deliver seamless service delivery, reduce lead times, and strengthen long-term client relationships through

Qualifications

Responsibilities

• Manage service parameters TAT and response time.
• Troubleshoot systems, perform root cause analysis and implement countermeasures.
• Collaborate with external teams to manage Aftersales operations.
• Drive customer success through continuous engagement and escalation management.
• Coordinate cross-functional teams to ensure smooth service delivery.

Skills

Customer Support

Customer Service Operations

Complaint Management

Customer Success

Customer Relations

Escalations Management

Aftersales

Job description

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.

Skills

• Customer Support
• Customer Service Operations
• Complaint Management
• Customer Success
• Customer Relations
• Escalations Management
• Aftersales

Source: Company Career page