CRM Executive

CRM Executive – Client Relationship & Business Support

Location: Chennai
Experience: 1–5+ Years
Notice Period: Immediate Joiner Preferred
Job Type: Full-time, Permanent
Work Mode: In-Person

Job Summary

We are seeking a highly organized, customer-centric, and detail-oriented CRM Executive to manage the end-to-end customer relationship lifecycle. This role requires strong communication, analytical skills, CRM expertise, and the ability to manage multiple clients simultaneously. The CRM Executive will ensure that every customer interaction is tracked, documented, and optimized, while supporting sales, operations, and delivery teams in providing a superior customer experience.

The ideal candidate should be someone who is passionate about customer engagement, maintaining data accuracy, driving retention initiatives, and ensuring smooth internal coordination to meet client expectations.

Key Objectives of the CRM Role

• Maintain complete accuracy and hygiene of CRM data.
• Strengthen ongoing client relationships through continuous communication.
• Improve customer satisfaction, retention, and engagement.
• Support sales and business teams by managing pipelines and follow-ups.
• Facilitate seamless coordination between clients and internal teams.
• Provide timely reporting and insights for management decisions.

Detailed Responsibilities1. CRM Data Management & Operations

• Manage customer profiles, leads, activities, deals, and communication logs within the CRM.
• Ensure 100% accuracy of customer information, pipeline stages, follow-up notes, and opportunity status.
• Monitor CRM dashboards daily to ensure timely updates and error-free reporting.
• Detect inconsistencies in CRM entries and correct them proactively.
• Coordinate with teams to ensure all activities and client interactions are logged properly.

2. Client Relationship Management

• Build strong, long-term relationships with clients through professional communication.
• Understand client requirements, pain points, expectations, and service challenges.
• Handle daily client communication via calls, emails, and scheduled follow-ups.
• Act as a single point of contact (SPOC) for client queries and escalations.
• Conduct periodic check-ins with clients to monitor satisfaction and gather feedback.
• Assist clients in issue resolution by coordinating with respective internal teams.

3. Lead & Pipeline Coordination

• Support sales teams by managing inbound and outbound leads.
• Conduct follow-ups on open leads, revive dormant leads, and ensure no lead is missed.
• Track each lead’s progression across the sales cycle and update CRM stages accordingly.
• Send reminders, follow-up emails, and status updates on behalf of sales teams.
• Work with the Business Development team to identify cross-sell and upsell opportunities.

4. Sales Support & Pre-Sales Activities

• Assist in proposal creation, client documentation, quotations, and presentations.
• Maintain a tracker for proposal status, follow-ups, closures, and renewals.
• Schedule sales meetings, demos, and client interactions.
• Coordinate internally with technical, HR, and recruitment teams for requirement fulfilment.
• Prepare pre-sales materials such as brochures, introductory emails, and service descriptions.

5. Reporting, Analytics & Insights

• Generate daily, weekly, and monthly CRM activity reports.
• Prepare dashboards for lead conversion, pipeline health, client engagement, and follow-up performance.
• Analyze customer behavior patterns to highlight potential risks or missed opportunities.
• Prepare MIS reports for management reviews.
• Present insights on lead quality, client response, and campaign effectiveness.

6. Customer Service & Retention Activities

• Conduct onboarding sessions for new clients and explain service workflows.
• Track client satisfaction and alert management on early signs of dissatisfaction.
• Manage renewals, follow-ups, and long-term relationship strategies.
• Ensure timely resolution of client complaints by coordinating with the support/ops team.
• Maintain a retention tracker and propose initiatives for customer loyalty.

7. Internal Collaboration

• Work closely with Sales, Operations, HR, Recruitment, Delivery, and Support teams.
• Share client updates, feedback, and urgent requirements with relevant departments.
• Ensure deliverables align with client expectations and internal SLAs.
• Participate in team meetings and contribute to planning and process improvements.

Required Skills & Qualifications

• Bachelor’s degree in Business Administration, Marketing, HR, or a related domain.
• 1–5+ years of experience as CRM Executive, Client Relationship Coordinator, Sales Support Executive, or similar role.
• Strong understanding of CRM software (Zoho, HubSpot, Salesforce, Freshsales, etc.).
• Excellent communication skills (verbal & written).
• Strong follow-up discipline and customer-first mindset.
• Proficient in MS Excel, Google Sheets, reporting dashboards, and CRM analytics.
• Ability to multitask and manage multiple clients simultaneously.
• Positive attitude, problem-solving approach, and good presentation skills.
• Experience in IT services, software sales, or staffing industry preferred.

Mandatory Skills

Client Relationship Management • Lead Follow-up • CRM Tools • Sales Coordination • Customer Engagement • Data Management • Reporting • Communication • Negotiation • Documentation • Lead Nurturing

Job Types: Full-time, Permanent

Pay: ₹20,909.53 - ₹51,057.63 per month

Work Location: In person