Customer Relationship Manager (CRM)

Job description

Client Relationship Manager

Job Description: CRM

Position Title: CRM

Reporting To: Director of Geotechnical Operations

Location: Delhi

Employment Type: Full-Time

Job Overview

The Customer Relationship Manager (CRM) is responsible for building and maintaining strong, long-term relationships with clients in the geotechnical industry. The role involves acting as the main point of contact for clients, ensuring timely project delivery, addressing concerns, and providing customized solutions. The CRM will also identify new business opportunities, manage payment realization, and work closely with internal teams to ensure client satisfaction. Strong communication, negotiation, and project management skills are essential, along with a solid understanding of the geotechnical industry to support the company’s growth and success.

Job Responsibilities:

Certainly! Here's the updated list of job responsibilities for a Customer Relationship Manager (CRM) in a geotechnical company, including payment realization and gifting:

Job Responsibilities:

Build and maintain strong relationships with key clients, contractors, engineers, and stakeholders in the geotechnical industry.

Serve as the main point of contact between the company and its clients, ensuring effective communication and service delivery.

Address and resolve any client concerns, complaints, or issues in a timely and professional manner.

Business Development:

Identify and pursue new business opportunities within the geotechnical sector, including potential partnerships, projects, and clients.

Collaborate with the sales and marketing teams to develop strategies to expand the company's client base.

Conduct market research to understand client needs and industry trends, adapting services to meet those demands.

Project Coordination:

Work closely with the project management and engineering teams to ensure projects are delivered on time, within scope, and in accordance with client expectations.

Monitor and report on the progress of ongoing projects to clients, providing regular updates and managing client expectations.

Ensure smooth handover of projects to the operations or technical teams, maintaining high standards of service throughout.

Client Needs Assessment:

Understand the geotechnical needs and challenges of clients, offering customized solutions and services to meet those needs.

Prepare and deliver presentations, proposals, and technical documents to clients, showcasing the company’s expertise in geotechnical engineering.

Customer Retention & Satisfaction:

Conduct regular follow-ups with existing clients to ensure satisfaction with services provided and identify potential areas for improvement.

Organize feedback sessions with clients to gather insights and implement improvements to the services offered.

Develop strategies to enhance client loyalty and increase repeat business opportunities.

Contract and Negotiation Support:

Assist in contract negotiations, ensuring that the terms are favorable to both the company and the client.

Coordinate and facilitate contract renewals and amendments, ensuring smooth transitions for ongoing projects.

Collaboration with Internal Teams:

Collaborate with the technical and engineering teams to ensure the company’s services align with the latest industry standards and technologies.

Support the marketing department in developing campaigns and promotional materials that resonate with the geotechnical market.

CRM System Management:

Utilize CRM software to track client interactions, project statuses, and potential business opportunities.

Maintain accurate and up-to-date records of all client interactions, proposals, and contracts.

Reporting & Analysis:

Prepare regular reports on client activities, satisfaction, and feedback, sharing insights with senior management for strategic decision-making.

Monitor key performance indicators (KPIs) related to customer satisfaction, retention, and revenue growth.

Payment Realization:

Follow up with clients to ensure timely payment for services rendered and address any payment-related queries or concerns.

Collaborate with the finance team to ensure accurate invoicing and help resolve any discrepancies or issues regarding payments.

Ensure that payment milestones are met according to contractual agreements and assist in the collection of overdue payments, if necessary.

Client Gifting & Appreciation:

Manage the process of sending client gifts for special occasions such as holidays, project completions, or anniversaries as a token of appreciation for their business.

Personalize gifting to strengthen relationships and demonstrate the company’s commitment to long-term collaboration.

Ensure that client gifting aligns with company policies and enhances the overall customer experience.

Industry Networking:

Attend industry conferences, events, and meetings to represent the company and foster relationships within the geotechnical community.

Stay informed of market trends, new technologies, and regulations in the geotechnical sector to provide valuable insights to clients.

Skills for CRM in Geotechnical Engineering:

Geotechnical Knowledge: Understanding of geotechnical services and engineering principles to communicate effectively with clients.

Communication: Strong verbal and written skills to convey technical information clearly.

Relationship Management: Building and maintaining long-term client relationships to ensure satisfaction and repeat business.

Project Management: Coordinating projects to meet client expectations, deadlines, and budgets.

Problem Solving: Addressing client issues and providing timely solutions.

Negotiation: Handling contract discussions and pricing with clients.

Customer Service: Focusing on exceptional service to maintain high client satisfaction.

Payment Management: Ensuring timely payment realization and handling invoicing.

CRM Software Proficiency: Using CRM tools to track client interactions and generate reports.

Attention to Detail: Managing project specifications, contracts, and communications with precision.

Business Development: Identifying and pursuing new business opportunities.

Time Management: Handling multiple clients and projects efficiently.

Adaptability: Adjusting to changing client needs and industry trends.

Why Join

Work on cutting-edge geotechnical projects with industry leaders.

Competitive salary and benefits package.

Opportunities for professional growth and continuous learning.

Collaborative and inclusive work environment.

Job Type: Full-time

Pay: ₹30,000.00 - ₹35,000.00 per month

Schedule:

Day shift

Rotational shift

Experience:

Total work: 3 TO 4 years (Preferred)

Customer service: 3 year (Preferred)

Language:

English (Preferred)

Work Location: In person

PRIORITY TO SAME INDUSTRY

Job Types: Full-time, Permanent

Pay: ₹30,000.00 - ₹35,000.00 per month

Experience:

• total work: 4 years (Preferred)
• Customer service: 3 years (Preferred)

Language:

• English (Preferred)

Work Location: In person