Role Summary
The Account Manager (Operations Officer) is responsible for managing the full customer journey after vehicle sale through agency partners, ensuring timely tracking-device installation, contract completion, system activation, customer onboarding, and ongoing account follow-up.
This role is the key link between agency, customer, technical support, and finance to ensure service quality, customer satisfaction, and payment collection.
Key Responsibilities
- Agency Coordination & Lead Handover
- Communicate daily with agency partners on sold vehicles requiring tracking.
- Validate customer/vehicle details and ensure accurate handover to internal teams.
- Contract Management
- Follow up with customers for contract signing.
- Ensure documents are complete, archived, and track pending signatures.
- Work Order Management
- Create and send installation orders with full details.
- Monitor progress until completion.
- Installation & Activation
- Coordinate installation logistics and confirm completion.
- Ensure device quality check, system activation, and share login credentials with customers.
- Customer Onboarding & Account Management
- Conduct onboarding and explain platform features/support.
- Follow up post-activation and maintain ongoing customer relationships.
- Billing & Collections
- Coordinate invoice issuance and follow up on payments.
- Track overdue accounts and escalate when needed.
- Internal Coordination & Reporting
- Work with QA/System teams to maintain service quality.
- Escalate issues and prepare periodic reports on onboarding, contracts, installations, activation time, satisfaction, and payments.
Required Qualifications
- Bachelors degree in business administration, Operations, IT, or Engineering.
- 2+ years in account management, operations coordination, customer success, or similar role.
- Experience in telematics, fleet management, tracking systems, automotive, or B2B services is a plus.
