Client Relationship Manager

Client Relationship Manager (CRM)

Responsibilities

• Relationship Management:
• Serve as the primary point of contact and trusted advisor for a portfolio of assigned clients.
• Build and maintain strong, long-term relationships through regular communication, meetings, and check-ins (both in-person and virtual).
• Understand client business objectives, challenges, and evolving needs to proactively offer relevant solutions.
• Conduct regular business reviews to assess client satisfaction and identify areas for improvement or growth.
• Client Retention Growth:
• Work proactively to ensure high levels of client satisfaction and minimize churn.
• Identify and pursue opportunities for upselling existing clients on additional products/services and cross-selling other offerings from our portfolio.
• Negotiate and manage contract renewals and expansions.
• Act as an internal advocate for the client, collaborating with various departments (e.g., operations, support, product, technical teams) to ensure client needs are met and issues are resolved promptly.
• Problem Resolution:
• Address client concerns, complaints, and escalations efficiently and empathetically, striving for quick and effective resolutions.
• Coordinate with technical support or service delivery teams to ensure timely and satisfactory resolution of client issues.
• Market Intelligence Feedback:
• Gather client feedback on products/services, market trends, and competitive activities.
• Provide valuable insights to internal teams (product development, marketing, sales) to inform strategy and product enhancements.
• Reporting Documentation:
• Maintain accurate and up-to-date client information, communication logs, and opportunity pipelines in the CRM system (e.g., Salesforce, Zoho CRM).
• Prepare regular reports on client health, engagement, retention rates, and revenue growth.