Client Relationship Executive

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About the Role

Customer Relationship Executive

This role ensures that clients feel heard, supported, guided, and delighted throughout their engagement with us.

The ideal person will maintain communication with active clients, identify growth opportunities (upsell, cross-sell, increments), gather feedback, and manage testimonials/reviews on reputable platforms such as Clutch, Google, and others.

This is a relationship-driven role where communication, empathy, and follow-through matter the most.

Key Responsibilities

Client Relationship & Communication

• Serve as the

  primary point of contact

  for assigned clients.
• Build and maintain long-term, trust-based relationships.
• Handle client inquiries, concerns, and escalations with professionalism and clarity.
• Coordinate internally with technical teams to ensure smooth delivery.
• Handle

  disputes, misunderstandings, and delivery-related conflicts

  with maturity and clarity, ensuring issues are resolved fairly and promptly for both the client and internal teams.

Growth & Account Expansion

• Identify opportunities for

  upselling, cross-selling, and contract increments

  .
• Maintain a structured account plan for each client to track potential opportunities.
• Support the Technical Head in negotiations for extensions and expansions.

Client Feedback & Satisfaction

• Conduct periodic

  feedback sessions

  with active clients.
• Monitor client satisfaction and relay improvement areas to internal teams.
• Ensure client expectations are aligned with our delivery timelines and capabilities.

Testimonials & Reviews

• Collect

  testimonials

  after major milestones or project completion (video/text).
• Coordinate with clients for

  reviews on Clutch, Google, and other portals

  .
• Maintain a repository of success stories, testimonials, and client quotes.

Reporting & Documentation

• Maintain detailed records of client interactions in CRM or internal tools.
• Prepare monthly reports on client satisfaction, revenue opportunities, and escalation trends.
• Track KPIs such as retention, upsell success, review count, and feedback insights.

Qualifications

• Bachelor’s degree in

  Business, Marketing, IT, or Computer Applications

  .
• 2–4 years of experience in

  Client Relationship or Sales

  in a

  software development or IT services company

  .
• Strong communication skills (verbal + written).
• Ability to understand basic software development concepts.
• Experience with CRM tools is an added advantage.

Skills Required

• Exceptional communication & interpersonal skills
• Client handling & relationship-building
• Upselling & cross-selling mindset
• Problem-solving and negotiation
• Time management & multitasking
• Presentation skills
• MS Office, Google Docs, Reporting
• Basic proposal writing ability