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Key Account Manager
Ver: 88
Dia de atualização: 17-05-2024
Localização: Bengaluru / Bangalore Karnataka
Categoria: Vendas Marketing / PR
Indústria: Software Development
Posição: Mid-Senior level
Tipo de empregos: Full-time
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Conteúdo do emprego
DescriptionValue Added Services, India: The vision for Value Added Services (VAS) is to transform how India buys products online by offering them value-adding services throughout the product life-cycle. VAS launched in Mar 2017 with appliance installations and mobile after sales support for devices bought on Amazon. Today, we are focused on building a 5* rated service at scale across service categories and cities. We aim to do this by leveraging skilled experts to support customers across product life-cycle to: (a) Make a new purchase decision [Pre-Purchase Service], (b) Get started with a newly bought product [Ready to Use Services], (c) Solve issues with a newly purchased product [Return Services], (d) Get continuous support during the life of the product [Repair Services & Extended Warranties], (e) Extract maximum end-of-life values of a used product [Exchange Services].
As an Account Manager, you will have end-to-end responsibility of managing, building and enhancing customer experience through our current service network. The role will require you to run daily fulfilment with a long-term vision of improving the service quality. The role will require close partnership with a cross-functional set of stakeholders such as Product category teams, Trans teams, Service providers, Service Product, Service Fulfillment, Service excellence, Business Finance and Brands, to deliver a 5-star-rated services.
Key job responsibilities
- Own end-to-end responsibility of providing 5-star Rated Ready to Use Service on platform through Amazon Managed Supply
- Identify defects that lead to poor service experience for customers, design metrics to capture these defects, understand their relative importance, and establish prioritization based on customer impact
- Root cause defects to understand underlying causes, and design inputs to address root causes for these defects
- Based on insights into performance and relative prioritization of defects publish a corrective action plan at the right frequency with service partners
- Create a playbook for triggering different workflows that help dive & save customers, safeguard the next 7 days performance and implement long-term fixes to avoid these defects in the future
- Define and own success metrics for the program
We are open to hiring candidates to work out of one of the following locations:
Bangalore, IND | Bangalore, KA, IND | Bengaluru, KA, IND
Basic Qualifications
- Experience in sales or account management
- Experience analyzing data and best practices to assess performance drivers
- Experience with Excel
- 2+ years of sales or account management experience
Job ID: A2641676
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Data limite: 16-06-2024
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