Key Account Manager

5 days ago

Indore, India Solarsure Full time

JD: Customer Support & After-Sales Executive (KAM) - Coordinates With: Clients (PM-KUSUM & C&I) Project Managers & Site Engineers Design & Engineering Liaison & Regulatory Vendor/Procurement Team QA/QC & Safety Monitoring Tools (Solarman/Sungrow/etc.) Purpose To act as the single point of contact (SPOC) for all SolarSure customers throughout their project lifecycle — from post-sale onboarding to plant handover and after-sales support. Ensures that customer queries are resolved by coordinating with internal teams, while also managing AMC service, generation performance, and complaint resolution after commissioning. Key Responsibilities 1️⃣ Client Coordination & Journey Ownership Act as the SPOC for each customer from onboarding till AMC handover Provide updates on project progress, documentation status, approvals, and execution milestones Answer customer queries related to layout, approvals, net metering, invoicing, or warranties by coordinating internally with the respective teams Escalate client dissatisfaction, delays, or repeated issues to the Head of Projects 2️⃣ System Monitoring & Performance Escalation Monitor plant generation using dashboards (Solarman, Sungrow, Enphase, etc.) Detect and flag generation drops, faults, or inverter shutdowns Coordinate with Projects or Contractors for resolution and site intervention Keep clients informed about restoration timelines or fixes 3️⃣ AMC & Preventive Maintenance Maintain AMC service calendar and ensure cleaning/service schedules are met Coordinate with on-site O&M staff and confirm visit completion Maintain AMC service records and submit reports to clients when needed 4️⃣ Complaint Handling & Closure Receive complaints via calls, WhatsApp, or mail Categorize and log issues: inverter faults, grid shutdowns, structure issues, etc. Assign to the relevant internal team for action Follow up and ensure closure within committed timeline, keeping client informed 5️⃣ Documentation & Handover Support Ensure that net metering, CEIG approvals, commissioning certificates, and AMC terms are properly explained and documented Maintain updated client folders (digital + physical if needed) Share handover kits and basic O&M guidance with clients post-commissioning 6️⃣ Feedback & Retention Conduct follow-up calls with clients post-handover and post-service Collect feedback and improve resolution processes based on recurring issues Share tips and updates (cleaning schedule, seasonal advice) with clients periodically KPIs (Key Performance Indicators) % client queries responded to within SLA Average complaint resolution time AMC adherence rate (timely service visits) Client satisfaction score (via feedback surveys) Plant generation uptime across managed sites Internal coordination turnaround time (issue → resolution) Qualifications & Skills 2–5 years of experience in customer support, client servicing, or solar O&M Strong communication and relationship-building skills (Hindi & English) Ability to work cross-functionally with technical, regulatory, and execution teams Familiarity with solar project stages and inverter/monitoring tools Basic knowledge of Excel, Google Sheets, and service CRMs Diploma/B.E. (Electrical preferred, but not mandatory) Client-focused attitude with strong problem-solving instincts

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