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

1) 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.

2) Contract Management

• Follow up with customers for contract signing.
• Ensure documents are complete, archived, and track pending signatures.

3) Work Order Management

• Create and send installation orders with full details.
• Monitor progress until completion.

4) Installation & Activation

• Coordinate installation logistics and confirm completion.
• Ensure device quality check, system activation, and share login credentials with customers.

5) Customer Onboarding & Account Management

• Conduct onboarding and explain platform features/support.
• Follow up post-activation and maintain ongoing customer relationships.

6) Billing & Collections

• Coordinate invoice issuance and follow up on payments.
• Track overdue accounts and escalate when needed.

7) 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.