Role Purpose::
• Handling the customers
• Ensure customer satisfaction
• Execution of projects and issue resolution
• Adhering to service SLA and resolutions on time
• Upscaling of existing customers
Responsibilities:
• Planning for installations and service
• Ensure quality work in installation and service
• Ensuring minimum bench time
• Use the bench time for other productive work which will improve the company revenue and image
• Proper coordination with the clients
• To be in regular touch with the existing customers and ensure they are kept excited throughout the year
– Ensure regular visit all the customers as may be required, even without complaints / service requirements
– Proactive actions to ensure trouble free operation of the platform, sending reports in identified cases, information to customers in case of down time etc.
– Ensure positive feed back from the customers, 90% of the customers should rate Ecolibrium high in the CSAT / NPS scores
– Identification of asset CBMs and Use Cases in existing customers to increase the revenue
– Identify additional opportunities for increase in nodes
– Identify competitors on the site and inform to the product team
• CBM, NZC, Sustainability etc. in existing customers to enhance the revenue
• Develop a strong bond with the different teams of the company like supply chain, sales, product etc. to ensure
Role Outline:
• Ownership of the existing customers and get involved in all actions to bring everything to logical conclusions
• Regular meetings with the customers to ascertain smooth operation of the platform
• Regular reports to customers, as many as possible, on the health of the platform as well as reasons for issues
• Discussions with customers to understand their pain points so that solutions can be designed
• Identify the product gaps and report to product teams so that additional revenue generation possible by plugging the gaps
• Keep a watch on the market and competition so that inputs can be given to the product team and management on market developments
• Support the sales team in developing additional business which help to generate additional revenue for the company
Skills and Experience:
• 5 – 7 years of experience
• Knowledge of data communication systems / processes and IoT gateways
• Basic Understanding of Energy Management / industrial processes / utility systems
• Knowledge of software platforms / BMS / Cloud architecture
• Knowledge of communication networking, establishing connectivity with various gateways, BMS, other platforms etc.
