Manager - Customer Relationship Management

Key Responsibilities:

- Build and maintain strong, long-lasting client relationships.

- Serve as the primary point of contact for assigned clients, addressing their needs and concerns in a timely manner.

- Understand customer requirements, business goals, and key challenges to deliver tailored solutions.

- Collaborate with internal teams (sales, product, support, etc.) to ensure smooth onboarding and consistent service delivery.

- Identify opportunities for account growth and cross-selling/up-selling services.

- Monitor client satisfaction and initiate strategies for improvement.

- Manage escalations and provide effective resolutions.

- Regularly communicate with clients through meetings, calls, and reports.

- Maintain accurate and up-to-date client records using CRM systems.

- Analyze customer data to identify trends and recommend improvements in products/services.

Required Skills and Qualifications:

- 5-10 years of experience in Customer Relationship Management, Key Account Management, or Customer Success.

- Excellent communication, interpersonal, and negotiation skills.

- Strong problem-solving abilities with a client-focused mindset.

- Experience working with CRM tools (e.g., Salesforce, Zoho CRM, HubSpot).

- Ability to manage multiple accounts/projects simultaneously.

- Proven track record of managing and growing client relationships.

- Bachelor's degree in Business Administration, Marketing, or a related field (MBA preferred).

- Domain knowledge in [optional: IT, SaaS, Banking, Manufacturing, etc.] is an added advantage.

Preferred Attributes:

Highly organized with attention to detail.

Comfortable in a fast-paced and target-driven environment.

Willingness to travel if required.

Strategic thinker with a proactive approach to problem-solving.