Key Account Manager

Job Purpose:

The job aims to provide the highest level of customer service to its customers, ensure customer delight and developing long lasting and deep customer relationships.

Principal Accountabilities

· Single Point of Contact for Complaints:

• Act as the single window to receive, record, and resolve complaints from OEMs and key accounts.
• Key accounts are defined as customers with more than 100 SATRAC units.

· Complaint Resolution Process:

• Utilize the DMS (Dealer Management System) or CRM (Customer Relationship Management) systems at dealerships or OEMs to manage complaints efficiently.
• Ensure the complaint resolution process is smooth and aligned with service standards.

· Coordination for Body Mounting and Commissioning:

• Collaborate with the sales team to coordinate the mounting of vehicle bodies in the field and their commissioning.
• Work closely with the network, field engineers, and stakeholders to take necessary approvals and ensure timely mounting and commissioning.

· TAT Monitoring and Stakeholder Management:

• Monitor the Turnaround Time (TAT) for all complaints received.
• Engage with all relevant stakeholders, ensuring timely resolution of issues while tracking performance metrics.

· Drive Service Business Initiatives:

• Responsible for driving service business through AMC (Annual Maintenance Contracts), extended warranty programs, and extended mandatory services.
• Organize and arrange training sessions at key accounts to enhance service quality and relationships.

· Organize Key Account Campaigns:

• Plan and manage campaigns at key accounts to promote aftersales services, maintenance, and other customer-centric activities.

· Key Account Management and Factory Visits:

• Arrange factory visits for key decision-makers from key accounts and OEMs to foster stronger relationships.
• Coordinate dispatch details, location tracking, and the distribution of mandatory service coupons at OE dispatch centers.

· Quarterly Review Meetings:

• Organize quarterly review meetings with key accounts and OEMs to assess promise vs. performance.
• Make necessary course corrections based on the insights gathered during the reviews.

Knowledge & Skills needed to deliver on the accountabilities:

· Good In communication.

· Good in customer relationship management

· Product knowledge

· Process Knowledge

Formal Education Requirements, as applicable:

BE/Diploma-Mechanical /Automobile

Years of relevant Experience needed: 15+ Years