Client Relationship Manager

Role Summary:

The Client Relationship team will be the critical link with key clients, ensuring exceptional customer experiences, retaining client loyalty, and driving long-term business growth. CRMs/ CREs will work across diverse sectors banking, IT, consulting, manufacturing, FMCG, and more playing a pivotal role in nurturing and expanding relationships, resolving issues, and identifying opportunities for cross-selling and upselling services.

A Client Relationship role in India is multifaceted and central to the sustained success of any business. By combining interpersonal finesse, analytical rigor, and deep industry knowledge, CRMs ensure that clients not only remain satisfied but also become long-term partners and brand advocates.

Responsibilities:

• Relationship Management
• Serve as the primary point of contact for assigned clients; build trust through effective usage of multi-modal communication channels to maintain regular contact.
• Develop an in-depth understanding of each clients business, industry, and pain points.
• Proactively identify challenges and opportunities, offering customised solutions.
• Issue Resolution and Escalation Handling
• Address client queries and concerns efficiently, ensuring timely and satisfactory resolutions.
• Escalate issues to relevant internal stakeholders and follow up diligently until closure.
• Track and analyse complaint patterns to recommend process improvements.
• Account Ownership, Penetration, Growth and Retention
• Client Onboarding and Integration.
• Identify cross-selling or upselling opportunities.
• Prepare and present value-added proposals and business reviews.
• Monitor renewal cycles and ensure high retention rates through proactive engagement.
• Maintain detailed records of all client interactions, feedback, and action items in CRM systems.
• Generate regular reports on client satisfaction, account growth, and service delivery metrics.
• Collaborate and coordinate internally and/ or externally as required.
• Networking, Market Research and Thought Leadership
• Stay updated on industry trends, market dynamics, and regulatory changes relevant to clients.
• Conduct competitor analysis and share market intelligence with clients and internal stakeholders.

Required Skills and Competencies:

• Interpersonal Skills: High emotional intelligence and an innate sense of empathy to connect with people across backgrounds and organizational hierarchy.
• Excellent written and verbal communication abilities, with fluency in English and one or more Indian languages.
• Technical Proficiency
• Proficiency in MS Office Excel, PowerPoint, Word.
• Understanding of digital platforms, industry-specific software, and basic IT troubleshooting is an advantage.
• Analytical and Problem-Solving Abilities: Strong analytical thinking for interpreting client data, identifying trends, and providing actionable insights.
• Persevering and persuasive, with a never-say-die attitude along with the ability to priorities and multi-task in a fast-paced environment.
• Detail-oriented with an attitude to take ownership and a proactive approach to managing client requirements to achieve win-win outcomes.
• Combination of financial, analytical, and interpersonal skills, as well as the ability to work independently and/ or as part of a team.
• Willing to travel extensively within India when required, and/ or relocate within India.

Qualifications and Experience:

• Masters or Bachelors degree, or an equivalent Diploma in any field.
• 2+ years in on-field account management, sales, or customer service.