Day to day responsibilities & key deliverables:
· manage the day-to-day cs schedules and activities including weekly plans (setting of and meeting targets etc.)This will entail coordination of support engineer availabilities, travel etc.
· manage data collection/recording of activitiesThe role will be responsible for maintaining and tracking performance against cs metrics which may also include development of easy-to-use tools/forms etc.
· enable and execute the conduct of deep-dive customer surveys – for tailored (customer-specific, based on segmentation) engagement.
Establish tarnea value proposition through demo’s and close the sale with key prospects
Lead the sales efforts in the region both through direct effort as well as team contribution
· engaging with the existing customers to provide feedback about the product
· manage the onboards pipelineThis would involve:
– welcome the customer and complete pre-assessment.
– expedite customer-readiness for onboarding – both operationally and in terms of capable infrastructure.
– manage customer-designated cse-sales communications with a view to eliminate any gaps.
– ensure that the customer is ready to go live on the date scheduled.
– resolve any emergent roadblocks/bottlenecks speedily so that the onboard proceeds smoothly and customer is comfortable with the system and its operations.
– ensure the local cse gets the report card properly filled and files it with the team storage within 48 hours.
– take remedial actions in case of any adverse comments or reports in the report card.
– maintain observation on the newly onboarded customer’s account for at least 30 days post go-live!
· translate the customer engagement plans into actionThis will entail monitoring customer performance vis-a-vis established milestones, creating reportcards, recording feedback etcThe role will also be responsible for executing periodic c-sats and customer testimonials.
· track cse performance in the field and assist with their mentoring, training and skill development.
· generate leads for and develop local partnerships in all territories/locations – hardware, inventory auditing and staffingDevelopment of a partner ecosystem is a key function of the role.
· assist with development of a tiered training program for the field csesThis will entail an annual assessment for each cse.
· source and shortlist local profiles for cse positions, as and when the requirements arise.
· manage cs costs within stipulated budgets and expenditure metrics.
· maintain customer contact through calls, messaging and scheduled/unscheduled field visits.
Technical skills:
· proficient in use of common office productivity tools (ms office/libreoffice/google docs)
· proficient in use of diverse communication tools (instant messaging, chat – text, voice and video) as well as team collaboration systems (google docs/google drive/slack)
· must be capable of handling team viewer/equivalent sessions independently.
A candidate with a basic understanding of standard pc hardware, os issue handling and internet/lan/wlan connectivity setup/troubleshooting will be preferredExperience with android bluestacks will be an added advantage.
Administration:
· assist with financial & administration process where relevant
· maintain relevant documentation to ensure all compliance requirements are met.
Qualification requirements:
Should be a mba (or pgdm)/ engineering (cs/it/electronics) degree holder
Must have exceptional communication skills, both written and verbal
Should be able to read, write and speak in english and speak at least one of the following local languages – marathi and hindi
Skill requirements:
· strong relationship building skills
· exceptional communication skills – both written and verbal
· high tolerance for ambiguity
· initiative and ownership
· fitness – the candidate is expected to be physically fit and should be able to handle operational stress.
· willingness to travel extensively.complete daily sales call plan
· convert leads to confirmed sign ups
· gather market information
· network and engage with relevant business influencers
· achieve monthly and quarterly slas
· accurate customer profiling
Job types: full-time, regular / permanent
Salary: ₹500,000.00 – ₹550,000.00 per year
Benefits:
Health insurance
Leave encashment
Paid sick time
Provident fund
Schedule:
Day shift
Supplemental pay:
Performance bonus
Education:
Bachelor`s (preferred)
Experience:
Customer support: 2 years (preferred)
Total work: 3 years (preferred)
Expected start date: 21/02/2022
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