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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.
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Skills
SalesKey Account ManagerFinanceIf a job posting appears fraudulent, asks for payment, contains misleading information, or violates our guidelines, please report it immediately. Our team will review it promptly, Jobaaj does not charge any fee from the applicants.
About Company
ideaForge designs and develops unmanned aerial vehicles (UAV) for surveillance and security. Its first product, Netra, is a man-portable autonomous UAV for intelligence, surveillance, and reconnaissance of moving and fixed targets. It also offers Netra V series autonomous and a man-portable small unmanned aerial vehicle which weighs less than 3 kgs. In addition, it offers Netra Pro UAV with supply and drop capability. It is used by BSF, NDRF, and state police departments.
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