Key Account Delivery Manager- Enterprise Business

Job Description

Description and Requirements

Position Description & Responsibilities:

• Services Delivery to Commercial customers
• Drive response & resolutions to incidents/Service calls reported
• Escalation mitigation & management
• Drive service delivery excellence through extended teams & resources
• Proactive engagement actions with a predictive mindset and increase customer loyalty
• Manage field service partners in the assigned territory

Ability to sense revenue opportunities with customers would be considered as asset.

Key Scope of Work:

• Coordinate with delivery verticals, support teams through systematic interlocks, reporting and analysis.
• Alignment with the BU/Product teams to understand the business impact and formulate delivery plans for customers.
• Focus on Key and potential Accounts, proactively through engagement actions including QBRs, Service Clinics, CXO engagements etc.
• Drive increased F2F contacts with customers, participate in technical resolution discussions and leverage learning's to other similar situations.
• Manage field partners & field resources to attain service delivery KPIs through field visits , cadences & reviews .

Measurable KPIs:

• Maintain/Grow CSAT scores
• Drive faster TAT
• Operational parameters: RMA, Repeat Repairs, Parts Consumption
• FSE productivity & Order closure ratio (field partner)

Candidate Requirements :

• 8+ years of experience in the space of Services Delivery out of which 5 years should be hands on experience at managing large enterprise/Global/SMB accounts .
• Proven track record to build and maintain key stake holder connects with large enterprise/Global/SMB customers.
• Field Service Partner Management experience
• Ability to structure thoughts & actions based on learnings, information gathering and analysis.
• Education Qualification - Preferably an Engineering graduate with PGDBA/MBA ( From institutions of repute) .
• Knowledge of computer hardware technology/ workstations/ Servers etc would be a plus.