Service Account Manager

Company Description

Microlink Solutions Pvt. Ltd. is a leading IT Infrastructure services provider that assists large and medium enterprises in their digital transformation journey with innovative, value-differentiated business solutions. The company specializes in Information Security, Modernized IT Operations Management, Cloud Adoption and Management, Datacenter solutions, Observability and Monitoring, NextGen networking, IIOT/Edge, Digital Workplace, and Hybrid Collaborative Workspace solutions. With over 500 certified IT professionals and 100+ technology partners, Microlink excels in delivering robust and reliable solutions across diverse industries such as Pharmaceutical, Manufacturing, Automotive, Hospitality, Public Sector, and BFSI. The company’s extensive experience and commitment to exceptional customer service make it a trusted partner for businesses seeking to enhance their technology capabilities.

Experience: 3 - 5 years

Location: Ahmedabad (Onsite)

Position Overview:

We are seeking a dynamic and experienced Service Account Manager

Key Responsibilities:

1. Customer Satisfaction Management:

• Handle Customer Escalations

  : Address and resolve customer escalations in a timely and effective manner.

• Conduct Monthly Meetings

  : Organize and lead regular meetings with clients to discuss service performance, issues, and improvements. Maintain Minutes of Meeting (MoM) and discussion records.

• Drive Customer Delight

  : Implement proactive strategies to enhance customer satisfaction and strengthen client relationships.

• CSAT Measurement & Improvement

  : Monitor, analyze, and improve

  Customer Satisfaction (CSAT)

  scores on a quarterly, half-yearly, and yearly basis.

2. Leadership & Team Management:

• Lead Service Delivery Teams

  : Supervise and guide a team of Service Technicians, Engineers, and Site Leads, ensuring they meet service delivery objectives.

• Mentoring & Coaching

  : Provide continuous coaching, mentorship, and motivation to the service team, fostering a positive and productive work environment.

• Team Building Activities

  : Organize team-building exercises to improve collaboration, team morale, and performance.

• Regular Team Engagement

  : Connect with at least 5 team members regularly to understand their concerns, gather feedback, and address any issues.

• Recognition & Awards

  : Identify high performers and nominate them for recognition through initiatives such as

  Bright Spot Awards

  .

3. Service Contract Management:

• Manage Contracts

  : Oversee

  AMC (Annual Maintenance Contracts)

  ,

  FMS (Field Maintenance Support)

  ,

  Warranty

  , and other service contracts to ensure the highest level of profitability and service delivery.

• Timely Billing & Financial Management

  : Ensure accurate and timely billing for services rendered and monitor contract financials to ensure profitability.

• Zero Penalty

  : Ensure strict adherence to contractual terms to achieve zero penalties.

• Contract Renewals

  : Manage and track the timely renewal of service contracts.

• Shadowing & Knowledge Transfer

  : Implement shadowing initiatives for key staff members to ensure business continuity and transfer of critical knowledge.

• Warranty Support Delivery

  : Follow the

  Warranty Support Delivery Model

  and maintain all relevant records and documentation.

4. IT Operations Management:

• 24x7 IT Operations

  : Ensure smooth, uninterrupted IT operations at client locations, managing hardware, network, and server environments.

• SLA Compliance

  : Guarantee that all service level agreements (SLAs) are met consistently across client sites.

• Spare Parts & Hardware Management

  : Manage the inventory of spare parts and maintain an effective, cost-controlled hardware buffer to support ongoing operations.

• Skill Audits

  : Conduct regular skill assessments to ensure team members are adequately trained and equipped to handle client requirements.

• MIS Reporting

  : Submit regular

  Management Information System (MIS)

  reports detailing operational performance, incidents, and resolutions.

5. Service Proposals & Business Development:

• Collaborate with Sales & SSE Teams

  : Work closely with the Sales and Service Sales Engineering (SSE) teams to develop tailored service proposals for new and existing accounts.

• Business Development

  : Support business growth by identifying new opportunities within existing accounts, including upselling or cross-selling services related to IT hardware, network, and server support.

Key Skills and Qualifications:

• Bachelor's Degree

  in IT, Computer Science, or a related field. A Master’s degree is a plus.

• 5+ years of experience

  in Service Account Management, IT Support, or a related role within the IT hardware, network, and server support domain.
• Strong knowledge of

  IT hardware, networking, and server management

  .
• Excellent understanding of

  service contract management

  , including AMC, FMS, and Warranty.
• Proven track record in

  customer satisfaction management

  and the ability to handle escalations effectively.
• Strong leadership, mentoring, and team-building skills.
• Excellent

  communication and interpersonal skills

  .
• Ability to analyse

  Customer Satisfaction (CSAT)

  data and implement actionable strategies for improvement.
• Solid experience with

  SLA management

  ,

  MIS reporting

  , and managing IT operations across multiple sites.
• Experience with

  business development

  and proposal creation is highly desirable.

Work Environment and Benefits:

• Location

  : [Insert Location]

• Schedule

  : Full-time, with flexibility for occasional travel to client sites.

• Benefits

  : [Insert Benefits – healthcare, paid time off, professional development programs, etc.]

Why Join Us?

• Be a part of a dynamic and growing team that values innovation and continuous improvement.
• Opportunity to work with leading-edge technologies and prestigious clients across multiple industries.
• Competitive salary and career advancement opportunities.
• a plus