Key Account Manager- Customer Support & Success
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Job Description
Structured overview of role & requirementsAbout This Role
Own end-to-end customer support service parameters including TAT, response time, preventive maintenance, and warranty management.
Lead system troubleshooting, root cause analysis, and implement countermeasures for field and service centre operations.
Drive customer success through continuous engagement, handling escalations, and collaboration with sales, manufacturing, and other cross-functional teams.
Minimum Requirements
Work Experience Required: Not explicitly mentioned in the JD
On-site role based in Navi Mumbai.
Experience in customer support, complaint management, and aftersales operations.
Familiarity with warranty claims, spare part management, and service SOP execution.
Ideal Candidate Profile
Operationally strong individual capable of managing and improving service delivery metrics like TAT and order delivery lead time.
Experienced in cross-functional collaboration with sales, R&D, product management, and finance teams.
Skilled in customer engagement and escalation handling with focus on customer sentiment metrics such as NPS.