Job Title: Customer Success Manager Location: Cochin (Head Office) Reporting to : Director – Customer Success Work Mode : On-site (Full-time) Experience : 3–7 years in Customer Success / Client Relationship roles (IoT, SaaS, or Hardware-based solutions preferred) Languages: English, Malayalam, Hindi (Required), Tamil (Good to have) Role Summary We are looking for a proactive and detail-oriented Customer Success Manager to ensure our clients derive maximum value from our smart lock solutions. The ideal candidate will own the post-deployment relationship, ensure issues are addressed promptly, usage is optimized, and support processes are efficient and data-driven. Key Responsibilities Customer Relationship & Satisfaction • Ensure high levels of customer satisfaction by building strong, long-term client relationships. • Act as the primary point of contact for all post-sale customer interactions. • Proactively engage with clients to resolve issues, improve usage, and deliver value. Client Communication & Reviews • Schedule and conduct weekly review calls with clients to: • Discuss product usage, improvement points, and open issues. • Review usage and access reports and suggest optimization strategies. • Identify opportunities to increase lock utilization and operational efficiency. Issue Resolution & Support Coordination • Collaborate with internal support teams to ensure timely issue resolution. • Track all tickets and escalations to ensure SLAs and TATs are met. • Follow up on root cause analyses and ensure corrective actions are implemented. Reporting & Data Integrity • Ensure all customer interactions, issues, and resolutions are properly documented in the system. • Validate the accuracy of data being logged and reports being shared. • Share actionable insights based on trends observed in customer usage patterns. Proactive Value Addition • Proactively suggest best practices and system/process improvements to clients. • Identify training or onboarding needs and coordinate necessary support. • Serve as the customer’s advocate within the company, ensuring their voice is heard. Qualifications & Skills • Bachelor’s degree in Business, Engineering, or related field. • 3 – 7 years of experience in a Customer Success or Client-Facing role. • Excellent communication and interpersonal skills – must be confident on client calls. • Strong problem-solving and analytical skills. • Experience with CRM tools, dashboards, and reporting systems. • Ability to manage multiple clients and priorities simultaneously. • Knowledge of smart devices, telematics, GPS tracking, or IoT solutions is an added advantage. What We’re Looking For • A proactive self-starter who takes ownership of customer happiness. • Someone passionate about helping clients succeed and ready to go the extra mile. • A team player who collaborates effectively across support, tech, and operations. Show more Show less
Job Title: Customer Success Manager Location: Cochin (Head Office) Reporting to: Director – Customer Success Work Mode: On-site (Full-time) Experience: 1–2 years in Customer Success / Client Relationship roles (IoT, SaaS, or Hardware-based solutions preferred) Languages - English, Hindi (Required), Tamil (Good to have) Role Summary We are looking for a proactive and detail-oriented Customer Success Manager to ensure our clients derive maximum value from our smart lock solutions. The ideal candidate will own the post-deployment relationship, ensure issues are addressed promptly, usage is optimized, and support processes are efficient and data-driven. ⸻ Key Responsibilities Customer Relationship & Satisfaction • Ensure high levels of customer satisfaction by building strong, long-term client relationships. • Act as the primary point of contact for all post-sale customer interactions. • Proactively engage with clients to resolve issues, improve usage, and deliver value. Client Communication & Reviews • Schedule and conduct weekly review calls with clients to: • Discuss product usage, improvement points, and open issues. • Review usage and access reports and suggest optimization strategies. • Identify opportunities to increase lock utilization and operational efficiency. Issue Resolution & Support Coordination • Collaborate with internal support teams to ensure timely issue resolution. • Track all tickets and escalations to ensure SLAs and TATs are met. • Follow up on root cause analyses and ensure corrective actions are implemented. Reporting & Data Integrity • Ensure all customer interactions, issues, and resolutions are properly documented in the system. • Validate the accuracy of data being logged and reports being shared. • Share actionable insights based on trends observed in customer usage patterns. Proactive Value Addition • Proactively suggest best practices and system/process improvements to clients. • Identify training or onboarding needs and coordinate necessary support. • Serve as the customer’s advocate within the company, ensuring their voice is heard. Qualifications & Skills • Bachelor’s degree in Business, Engineering, or related field. • 1–2 years of experience in a Customer Success or Client-Facing role. • Excellent communication and interpersonal skills – must be confident on client calls. • Strong problem-solving and analytical skills. • Experience with CRM tools, dashboards, and reporting systems. • Ability to manage multiple clients and priorities simultaneously. • Knowledge of smart devices, telematics, GPS tracking, or IoT solutions is an added advantage. What We’re Looking For • A proactive self-starter who takes ownership of customer happiness. • Someone passionate about helping clients succeed and ready to go the extra mile. • A team player who collaborates effectively across support, tech, and operations.
We are seeking a proactive and experienced Service Head to lead and manage our customer service and after-sales support operations. This role demands a leader who can ensure seamless field support, robust customer engagement, and efficient resolution processes. The Service Head will oversee all after-sales service areas—from issue resolution and client satisfaction to field operations and team coordination—ensuring our smart lock solutions consistently deliver value to our customers. This role may require occasional travel to client locations, warehouses, and regional support centers. Key Responsibilities Customer Relationship & Satisfaction Build and nurture strong, long-term relationships with clients post-deployment. Ensure exceptional customer satisfaction across all service touchpoints. Act as the senior-most escalation point for client concerns and service-related issues. Client Communication & Reviews Schedule and lead weekly service review calls with key clients to: Discuss product usage trends, open issues, and areas of improvement. Analyze and interpret usage/access reports to recommend optimizations. Identify opportunities to increase lock utilization and operational efficiency. After-Sales & Field Support Management Ensure comprehensive coverage of all after-sales service functions, troubleshooting, replacement management, and maintenance. Oversee and manage field service operations to ensure timely on-ground support by the service team. Plan manpower and logistics to deliver consistent support across regions. Monitor field team performance, training needs, and SOP adherence. Issue Resolution & Support Coordination Collaborate with customer support, product, and engineering teams to drive quick and effective issue resolution. Ensure SLAs and TATs are met and properly tracked for all service tickets. Implement RCA tracking and enforce corrective/preventive actions for recurring issues. Reporting & Data Integrity Ensure accurate documentation of service cases and customer interactions. Monitor the quality of data being logged; validate all reports before client circulation. Identify service performance trends and generate actionable insights. Proactive Value Addition Recommend improvements in service workflows and customer experience. Identify training or onboarding needs and arrange targeted support. Act as the voice of the customer internally, helping to influence product improvements and policy decisions. Qualifications & Skills Bachelor’s degree in Business, Engineering, or a related field. 5–10 years of experience in a Service Management / After-Sales / Customer Success role. Experience managing field service teams and on-ground operations is essential. Exceptional interpersonal and communication skills. Strong leadership and conflict resolution capabilities. Comfortable working in fast-paced, client-facing environments. Familiarity with CRM systems, ticketing tools, and reporting dashboards. Understanding of smart devices, IoT, or telematics solutions is a plus. What We’re Looking For A leader who can take full ownership of the service function, both strategic and operational. A strong people manager who leads by example and inspires accountability. Someone deeply committed to client success, satisfaction, and long-term retention. A collaborative team player who partners closely with operations, engineering, and sales.
Company Description IKIN Global, a brand under SectorQube, specializes in Smart Security Solutions, offering innovative smart locks for homeowners and businesses. These state-of-the-art locks come with passcode protection, biometric authentication, NFC card compatibility, and more, ensuring enhanced security and access control. The company also provides GPS-enabled 4G Truck locks for real-time location tracking and tamper alerts, offering comprehensive security solutions for businesses. Role Description We are looking for an Electronics Hardware Engineer from Kochi , with expertise in schematic design, logic development, and PCB layout design. The ideal candidate must have hands-on experience in designing multi-layered PCBs and developing hardware using advanced microcontrollers. Expertise in Altium Designer is essential, along with a proven track record in completing product development cycles from concept to production. Additionally you will be travel across to different locations for rectifying the defect. This role requires an engineer who has actively participated in product lifecycle management, including handling real-world technical challenges on the ground. The candidate should be open to traveling to field locations to understand and address hardware-related issues firsthand. A strong sense of ownership, problem-solving ability, and excellent communication skills are crucial. Key Responsibilities: Design and develop high-performance electronic hardware using advanced microcontrollers. Create schematics and PCB layouts for multi-layered boards, ensuring signal integrity and power optimization. Work extensively with Altium Designer for schematic capture and BOM management. Perform hardware simulation, testing, debugging, and validation. Ensure compliance with EMI/EMC standards and industry regulations. Work on Design for Manufacturability (DFM) and Design for Testability (DFT) to improve production efficiency. Collaborate with firmware, mechanical, and manufacturing teams to optimize product designs. Take full ownership of assigned projects, ensuring on-time delivery and high-quality output. Work closely with vendors and manufacturers for component selection and production support. Travel to field locations to understand and resolve on-ground technical challenges. Document designs, test results, and provide necessary support for certification processes. Required Skills & Qualifications: Bachelor’s or Master’s degree in Electronics Engineering, Electrical Engineering, or a related field. 5+ years of experience in electronic hardware design and development. Strong proficiency in schematic design, logical circuit development, and PCB layout. Hands-on experience with multi-layer PCB design, including high-speed and mixed-signal layouts. Expertise in Altium Designer for PCB design and development. Experience with power management, signal integrity, and thermal considerations in PCB design. Strong understanding of EMI/EMC compliance, DFM, and DFT (Design for Test) principles. Experience in debugging, troubleshooting, and testing electronic circuits. Proven experience in handling complete product development cycles and addressing real-world technical issues. Willingness to travel to field locations to oversee installation, testing, and troubleshooting. Strong analytical and problem-solving skills with a proactive, hands-on approach. Excellent communication skills and ability to present ideas clearly. Job Location - Kochi