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Mumbai, MH
Job Code:
  • Manufacturing & Production
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Job Details

Service Account Manager will be a Company's Service representative, ensuring the highest level of service quality to major Non Managed Services accounts within the Financial & Security Business unit, as well as Company's Services strategic accounts. The role will be responsible for service relationship with the customer, and ensuring Company' s Services are cross-sold and customer satisfaction is maintained.ORGANIZATIONAL RELATIONSHIPSReports to General Manager Customer ServiceSCOPE OF RESPONSIBILITY Based in any location in India, covering Maintenance Services Accounts in the countryExcellent in services account managementExcellent customer relationship managementESSENTIAL FUNCTIONS Assigned to named accounts and submits periodic status reports and also escalates high-level service quality issues, when necessary.Schedules and conducts regular meetings with customers to review service quality, plan and ensure new service assumption qualityReview Company's Services policies and procedures, discuss customer-specific service issues, seek to uncover new Company's service opportunities, and ensure the integrity of all account information.Continuously seeks to build and enhance enduring relationships with key customer interfaces while working to achieve a thorough understanding of their current and future service requirements.Promotes customer confidence in Company's and that will lead to long-term business agreementsAdvisory role to the sales teams on matters concerning Company's service offers and capabilities and assist the salespeople with account information gathering for the services portion of any sales motions maintenance proposalsTakes active measures to identify additional customer services opportunities and engages Company's sales resources to work on proposals for this additional businessAdvise and coordinate with many implementation roles such as Project Managers, Service Operations Teams and Implementation Coordinators as Company's implements its solutions and to escalate implementation issues that impact customer satisfactionCoordinates Company's Services internal projects for the customer such as Preventive Maintenance upgrades or Field Retrofit / Upgrade Orders.Advises the support operations organization and is responsible for lifecycle management issues such as the identification and documentation of all account-specific service call handling procedures, escalation procedures, spare parts requirements, security procedures and any other special policies and procedures necessary to perform the services functionEnsure that their account information integrity is maintained and able to analyze and present standard monthly service reports to the customer, provide Critical Call escalations, and monitor parts plans.ADDITIONAL RESPONSIBILITIESWill be involved inPerform a root cause analysis of life cycle support problems so that service calls can be reduced, customers' systems availability can be optimized, and Company's profitability can be maximized in assigned accounts.Management of customer issues and provide timely responses to customer feedbackDiploma In Engineering or Bachelor's degree in Business Administration or Computer Science.At least 5 years working experience in a banking environment, preferably related to self service channelAt least 5-10 years experience, preferably in customer support or support planning role or service delivery rolesAbility to drive efficiencies in margin improvement within assigned accounts preferredProven experience leading / managing a team in a customer services environmentProven experience with the sales contract negotiating process preferredPossess a high degree of skill in relationship management, and leadership to get issues resolved for the customerEnsure that the customer receives a high level of customer delight with all Company's services and works to maximize Company's services revenue and profitability within assigned accounts.
Degree: M.Com. (Commerce) | M.Pharm. (Pharmacy) | M.Sc. (Science) | MA (Arts) | MBA/ PGDM | MCA/ PGDCA

Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)

Experience: 5-10


Account Services
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