Client Relationship Manager

Role:

A Customer Relationship Manager (CRM) plays a crucial role in ensuring that customers derive maximum value from a company's products or services, leading to customer satisfaction, retention, and growth. Here are the key roles and responsibilities of a Customer Relationship Manager:

Key Responsibilities:

1. Onboarding:

    Successfully onboard new customers and guide them through the implementation process.

2. Relationship Management:

   Establish and maintain strong relationships with customers to ensure their satisfaction and success.

3. Customer Support:

    Provide technical support and troubleshoot issues to resolve customer concerns.

4. Training:

    Develop and deliver training programs to customers to ensure they are effectively using the product or service.

5. Upselling and Cross-selling

   : Identify opportunities to expand the product or service offering to increase revenue and customer value.

6. Customer Feedback

   : Collect and analyze customer feedback to provide insights to the product development team and drive product improvements.

7. Renewals and Retention:

    Manage contract renewals and proactively engage with customers to ensure long-term retention.

8. Metrics and Reporting:

    Track and report on key metrics such as customer satisfaction, renewal rates, and upsell/cross-sell opportunities.

9. Collaborate:

    Work closely with cross-functional teams, including sales, marketing, and product, to ensure customer success and drive business growth.

10. Customer Success Strategy:

     Develop and execute a customer success strategy to achieve company goals and objectives.

Preferred candidate profile

1. Experience:

   Previous experience in a Customer Success, Sales, and/or account Management role within a B2B / B2C SaaS company 

2. Communication skills:

    Ability to clearly and effectively communicate with customers and internal teams.

3. Languages: Multilingual -

   English, Tamil, Hindi, Telugu, Kanada

4. Client communication:

    Understanding and addressing customer needs and concerns with a customer-first mindset.

5. Product Knowledge:

    Deep understanding of the company's products or services.

6. Problem-Solving:

    Ability to think critically and creatively to resolve customer issues.

7. Technical Proficiency:

    Familiarity with CRM software, customer success platforms, and other relevant tools.

8. Interpersonal Skills:

    Building and maintaining positive relationships with customers and team members.