ASM Responsabilities

  • Maintaining positive relationships with customers.
  • Act as main point of contact for customers regarding business service issues, questions and concerns.
  • Develop customer strategies for performance metrics, escalation management, and communication.
  • Develop effective Product information strategies and create communication model for the same.
  • Ability to create upsell opportunities on offered product lines to sales and pre-sales
  • Identifying customer needs and overseeing service delivery within the business context.
  • Leading the service delivery team, managing conflict, and ensuring the team’s processes and tasks are carried out efficiently.
  • Managing finances and budgets.
  • Determining ways to reduce costs without sacrificing customer satisfaction.
  • Assessing customer feedback and using your creativity to establish, improve, and refine services.
  • Remaining organized and meeting deadlines.
  • Building partnerships and liaising with team leaders to determine the company’s services, delivery criteria, and solutions for issues that may arise.
  • Coordinate and lead account service team to ensure cost effective and timely delivery of business solutions.
  • Develop and maintain service delivery plan and strategic account plan.
  • Perform customer negotiations as and when needed


ASM Requirements

  • A bachelor’s degree
  • Minimum 5+ years in Customer Support and Product Support areas.
  • Excellent Written and Verbal communication skills
  • Ability to make effective presentations to CXO’s.
  • Ability to do Quarterly Business review covering Service delivery performance and metrics.
  • Experience in customer service, leadership, and logistics may be advantageous.
  • Good computer skills and the ability to use business support software.
  • Strong customer service, project management, and quality control skills.
  • Good resource planning skills.
  • Excellent leadership and customer service skills.
  • Strong teamwork skills and attention to detail.

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