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Client Service Manager- Information Technology (IT)

12 - 15 yrs
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Not Disclosed by Recruiter Posted 5 days ago Job Applicants: 391 Job Views: 999

Job Description

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    1. To act as an Account Manager and Subject Matter Expert for our clients and understand their requirements, installations, and AMCs in detail.
    2. To monitor and ensure team performance by developing and propagating client service focused KPIs / Success Metrics across the team and ensure that it is consistently achieved
    3. To be responsible for client retention and growth by adhering to the quality and timelines of annual maintenance contracts
    4. To support management in developing, benchmarking and deploying client service strategies focused towards client retention and delight
    5. To support in capturing all relevant details of reported issues in the ticketing system and ensure internal escalation matrix is followed basis severity and expected/elapsed resolution time
    6. To ensure relevant ticketing process is followed for all spare part consumption and ensure timely replenishment of spare part stock on allocated site is done along with spare audits at stipulated intervals
    7. To Handle everyday coordination with clients, and service them timely with the help of Service Engineers
    8. To ensure the relevant cost involved in supporting the customers is monitored and tracked with in the budget allocated and also utilized in optimal way.
    9. To ensure immediate response to the issue as per severity and priority and also ensure quickest possible resolution is given and internal escalation is being followed

Salary: Not Disclosed by Recruiter

Industry: Courier / Transportation / Freight / Warehousing

Functional Area: Sales , Retail , Business Development

Role Category:Corporate Sales

Role:Client Servicing/Key Account Manager

Employment Type: Permanent Job, Full Time


Account Manager Client Service Manager Client Service Management Client Servicing Budget monitoring customer management Relationship Management Client operations

Desired Candidate Profile

    Engineering degree with at least 15+ years of experience in Client operations/ Client Service/Maintenance.

    2. Language Proficiency in Japanese a MUST (Both Written and Spoken). Business English Proficiency is also a Must.
    3. Basic knowledge on OS (Linux), Scripting (Shell / Python),HW troubleshooting (Electrical/ Electronic/ Mechanical).
    4. Worked with Clients directly/ dynamic, self-driven one can work under minimum supervision.
    5. Must know Customer Service Processes, deliverables, customer management.
    6. Proficient in Relationship Management both with clients, Service Engineers, Internal Team.
    7. Knowledge in Budget monitoring & Service business management will be an advantage
    8. Availability to travel and be based abroad for extended periods will be a plus
    9. Open to work during weekends and beyond regular working hours


UG: B.Tech/B.E. - Any Specialization

PG:Any Postgraduate - Any Specialization

Company Profile:


They are re-imagining the warehousing & supply-chain industry. They design, develop and deploy advanced robotics systems at warehouses, distribution centers and fulfillment centers. Their expertise in robotics, hardware and software engineering help companies solve operational inefficiencies in their warehouses. With in-house Mechanical, Electrical, Embedded, UI/UX, Software Development and Quality Assurance teams, The client ensures unquestioned quality of all their products.

Founded in 2011, The client has grown rapidly from a two-man team, and today has over 500+ employees. Their robots are increasing efficiency and accuracy, optimizing supply-chains and bringing scalability to over 50 locations across multiple countries in the world. The client is a truly global company with its headquarters in Singapore and offices in India, Hong Kong and Japan and now expanding in USA, providing 24x7 customer support globally. Over 35% of Their employees work in the state-of-the-art Research and Development centre in Gurgaon, India. Their key clients include major e-commerce players such as Flipkart, Pepper Fry, Jabong and Sodimac, FMCG giant Hindustan Unilever, and logistics companies such as Kerry Logistics, Aramex, DTDC, Delhi very, Gojavas and Ninjavan
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