Key Account Executive

Key Account Executive — Customer Success \& Account Management

About Enlog

Enlog is an energy intelligence company helping businesses monitor, understand and optimize electricity consumption through IoT\-enabled hardware and AI\-driven automation.

Our solutions are deployed across PG accommodation, hotels, banks and commercial buildings. We aim to deliver long\-term customer value through reliable installations, device visibility, responsive support and continuous energy optimization.

Job Overview

We are looking for a proactive Key Account Manager to own customer relationships and post\-installation account management for Enlog's deployed properties and enterprise accounts.

The role begins with a formal handover from the Project Management team after installation and commissioning. The Key Account Manager will become the primary point of contact for customers, ensuring smooth onboarding, ongoing communication, timely issue resolution and a positive customer experience.

The candidate should be comfortable with customer relationship management, operational follow\-ups, dashboards, issue tracking and cross\-functional coordination.

Key Responsibilities1\. Customer Onboarding \& Project Handover

• Receive formal handover from the Project Manager after installation and commissioning.
• Understand customer requirements, installed devices, project scope, site contacts and outstanding issues.
• Verify that property details, device counts, room mappings, commissioning records and support information are available.
• Introduce customers to the appropriate support process and escalation channels.
• Maintain a complete account record for every customer and property.

2\. Account Management \& Customer Communication

• Act as the primary point of contact for assigned customers after project completion.
• Maintain regular communication with property managers, owners, facility teams and relevant stakeholders.
• Track customer concerns, service requests, complaints and commitments.
• Provide timely updates on issue status, corrective actions and expected resolution.
• Build strong relationships that encourage customer retention, satisfaction and long\-term engagement.
• Coordinate account reviews and share relevant operational updates with customers.

3\. Device Health \& Service Coordination

• Review device status and property health dashboards regularly.
• Identify offline devices, recurring connectivity issues and unresolved service alerts.
• Coordinate with the technical support and Execution teams to investigate device\-related problems.
• Arrange local electrician or contractor visits when remote resolution is insufficient.
• Track service requests until resolution and confirm closure with the customer.
• Maintain a record of recurring faults, service history, replacement requirements and customer feedback.
• Escalate critical or recurring technical problems to the appropriate technical owner.

4\. Cross\-Functional Coordination

• Coordinate with Project Management, Execution, Electrician \& MEP, Delivery \& Inventory and technical support teams.
• Ensure that customer commitments are assigned to the correct internal owner.
• Follow up on pending installations, replacement devices, service visits and unresolved complaints.
• Track action items, deadlines and escalation status.
• Avoid making technical commitments without confirmation from the responsible technical team.

5\. Retention, Renewals \& Account Growth

• Track subscription renewals, service agreements and relevant commercial commitments.
• Coordinate renewal discussions and ensure customers receive timely renewal communication.
• Identify opportunities for additional device deployments, new properties and expansion within existing accounts.
• Gather customer feedback and identify opportunities to improve product adoption and service quality.
• Work with the Sales team on qualified expansion opportunities while retaining ownership of ongoing account relationships.

6\. Reporting \& Documentation

• Maintain accurate customer, property, device and service records.
• Track open complaints, offline devices, service turnaround times and recurring issues.
• Prepare periodic account health reports.
• Maintain a clear record of customer communications, commitments and next actions.
• Identify accounts at risk due to recurring faults, poor service experience or unresolved concerns.

Required Qualifications \& Experience

• Bachelor's degree in Engineering and Operations.
• 2–3 years of experience in key account management, customer success, service operations or B2B client management.
• Strong customer communication, follow\-up and coordination skills.
• Experience managing multiple customers, locations or service accounts.
• Proficiency in Excel or Google Sheets and CRM or ticket\-tracking tools.
• Strong organizational skills and the ability to manage competing priorities.
• Ability to understand technical issues, coordinate troubleshooting and communicate updates clearly.

Preferred Experience

• Experience in hospitality, facility management, banking, proptech, IoT, energy management or B2B technology.
• Experience managing geographically distributed properties or enterprise accounts.
• Familiarity with technical support workflows, device dashboards and service\-level tracking.
• Experience handling subscriptions, renewals, customer retention and account expansion.

Key Performance Indicators (KPIs)

• Customer satisfaction and account retention.
• Timely acknowledgement and coordination of service requests.
• Closure of customer complaints within agreed timelines.
• Percentage of open issues with clear owners and next actions.
• Reduction in recurring complaints and avoidable customer escalations.
• Timeliness of renewal follow\-ups.
• Accuracy of account and property records.
• Identification of qualified expansion opportunities.

Ideal Candidate

The ideal candidate is organized, customer\-focused and proactive. They should be comfortable managing multiple properties, monitoring operational dashboards, following up with technical teams and ensuring customers are kept informed until their issues are resolved.

This is an account ownership and customer success role, not a pure sales position. Technical troubleshooting is supported by the engineering team; the Key Account Manager is responsible for customer communication, coordination and closure follow\-up.

Pay: ₹25,000\.00 \- ₹50,000\.00 per month

Benefits

• Commuter assistance
• Leave encashment
• Paid sick time

Work Location: In person