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Battery Management and Intelligence

Head of Customer Success

₹15L – ₹25L • No equity
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Roles & Responsibilities


For any B2B business, ensuring Customer Success is THE most important aspect of scaling. If a B2B business is able to add value to its customers, then it continues to get recurring business from them ensuring that Sales and hence revenue never goes down. For ION’s Off the Shelf BMS business, Customer Success starts from the day the Sales Executive speaks to the client for the first time till the time he is using ION’ BMS solutions. This can be broken down into 3 stages - ‘Technical Sales’, ‘Activation and Onboarding’ and ‘Customer Support’. As the Head of Customer Success, you will be leading a team of engineers to ensure smooth Customer Experience in ALL the above three stages.



1) Technical Sales

Before a customer places an order for a BMS, he/she does a
detailed study of the specifications and features of the BMS. The Technical
Sales team is responsible for being the Tech Evangelist for ION’s BMS Solutions
and identifying the right product/platform that the customer should be using.


2) Activation and On-boarding

Typically, a customer would order a few samples of ION’s BMS
and test them out before giving us a bulk order. Integrating these samples
BMSes is the first interaction a customer has with ION’s ecosystem (Hardware,
Firmware and Software) and hence the most important. At this stage, the
Customer Success identifies the smoothest wat to do the integration, plan out
customisations if required and ensure that the customer is well onboard to
ION’s ecosystem


3) Customer Support

The Customer Support team is
responsible for a swift resolution of and all problems faced by our customer
with ION’s BMSes that they’ve deployed on the field




Experience: 3-8 years

Education: B.Tech in Electronics or Electrical Engineering





Requirement


- Very good in Electronics Fundamentals

- Amazing Written and Oral Communication Skills

- Data Driven and Good Analytical Skills

- Past Experience in Customer-Facing / Customer Success roles (like Application Engineer, Technical Consultant, etc.)

- Experience with Batteries or Battery Management Systems (Preferred)

- Experience in Technical Sales (Preferred)

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