Account Management Specialist (After-Sales Operations)

The Account Management (Service Management) Specialist is responsible for delivering a seamless post-sales customer experience by ensuring effective contract fulfillment, reliable service delivery, and timely resolution of operational concerns. Serving as the point of contact for customers on all after-sales, switching, and service-related matters throughout the customer contract lifecycle, this role drives retention, operational efficiency, and customer satisfaction.

Key Responsibilities

End-to-End Onboarding & Switching Execution

Lead and manage the end-to-end customer switching and activation process, ensuring accuracy, timeliness, and compliance with regulatory and operational requirements. Provide after-sales support and customer enablement, including customer onboarding, service orientations or training, and delivery of applicable value-added services. Customer Liaison & After-Sales Support

Act as the primary customer liaison for after-sales and operational concerns, including billing, collections, service advisories, power interruptions, and general service inquiries. Investigate customer issues and escalations, develop and recommend solutions, and escalate critical concerns to management as necessary to ensure timely resolution. Build and maintain strong working relationships with customer operations, finance, and technical teams, fostering collaboration to support customer satisfaction, retention, and long-term partnership. Contract Fulfillment & Service Reliability

Ensure contractual obligations and service level commitments are consistently met by coordinating closely with internal teams such as billing, technical operations, regulatory, finance, and customer service. Monitor account and service performance, proactively identifying risks, service gaps, or recurring issues, and implementing corrective actions to maintain service reliability. Reporting & Documentation

Prepare and maintain accurate service reports, case documentation, and performance updates to support decision-making and continuous improvement.

Qualifications

Education

Bachelor's degree in Engineering, Business Administration, Management, or a related discipline. Technical Knowledge & Work Experience1–2 years of relevant experience in customer service, account management, or after-sales operations. Experience in the energy or power sector is an advantage. Strong working knowledge of contract fulfillment, customer switching, post-sales operations, and service lifecycle management. Familiarity with Retail Competition and Open Access (RCOA), Green Energy Option Program (GEOP), Replacement Power (RAP), and other energy regulatory or compliance frameworks is an advantage. Key Skills & Competencies

Strong communication, coordination, and problem-solving skills, with the ability to manage customer concerns professionally and effectively. Highly organized, detail-oriented, responsive, and dependable, with the capacity to manage multiple customer accounts and service cases simultaneously. Proven ability to work cross-functionally with internal teams and handle time-sensitive customer requirements in a fast-paced environment. Excellent verbal and written communication skills in English.