Customer Relationship Manager

Department -

Role Overview:

As a Customer Relationship Manager (CRM), you will play a key role in building and nurturing strong relationships with our residential and commercial clients. You will act as the primary point of contact, ensuring timely resolution of queries, driving customer satisfaction, and coordinating with internal teams to deliver high-quality service. This role is central to fostering trust, engagement, and loyalty among our clients and to aid the organization in increasing its revenue and bring efficiency in the margins of the assigned Projects.

Key Responsibilities:

• Serve as the primary liaison between the larger delivery team at Zipgrid and assigned housing/commercial communities.
• Proactively manage customer queries, feedback, and escalations, ensuring prompt and satisfactory resolution in coordination with the Senior Project Leads of these Projects and the larger delivery team.
• Understand client needs and coordinate with internal departments [Finance, Compliance, Enterprise Project Management Office (ePMO)] to deliver on service expectations.
• Ensure timely renewal and upward repricing of contracts to ensure profitability of the assigned Projects
• Coordinate internally with accounts, compliance, and service teams for timely delivery.
• Resolve client queries, escalation support and concerns related to billing, audits, and/or service delivery.
• Conduct periodic client meetings to gather feedback and identify improvement opportunities.

• Maintain accurate records of interactions and follow-ups through internal systems.
• Collaborate with Project Leads to ensure each society is managed as a seamless project.
• Proven ability to multitask and manage multiple client accounts effectively.
• A collaborative mindset to work seamlessly with cross-functional teams.
• Detail-oriented, with excellent organizational and problem-solving abilities.
• Prepare and present reports on society performance, budgets, and compliance status.
• Use Excel, PowerPoint, and other tools to present data and service overviews effectively.
• Actively lead onboarding meetings with the delivery team and set the right expectations of delivery timelines.

Requirements:

• Postgraduate degree (MBA, MMS or equivalent preferred) in the field of Finance, Operations or Accounts.
• Minimum 2 years of experience in client-facing roles such as CRM, Account Management, Society Management or Customer Support.
• Strong interpersonal, communication, data analysis and forecasting and problem-solving skills.
• Ability to manage multiple clients and priorities with professionalism and efficiency.
• Proficiency in MS Office and CRM tools is a must.
• A proactive, customer-first attitude with a focus on delivering high service standards.
• Modern Leadership qualities with a lead-by-example approach.
• Solid analytical and decision-making skills.

What We Offer:

• A dynamic and growing Protech environment.
• Opportunities to work with a diverse and experienced team.
• Exposure to community operations at a macro and micro level.
• A culture that promotes innovation, learning, and growth.

Do keep in mind that this role requires you to:

• Be comfortable working 6 days a week, including weekends (weekday off, most likely Friday).
• Travel locally within your assigned Projects location (Western, Central, South Mumbai and/or Navi Mumbai).
• Focus on increasing the revenue and margin efficiencies of the assigned Projects.
• Manage multiple society client accounts while prioritizing and resolving their queries.
• Communicate effectively with clients and internal teams to ensure smooth service delivery.
• Maintain a strong follow-up culture on pending tasks, collections, and escalations.
• Present client updates and service reports using tools like Google Workspace (G-Suite) and MS Office applications.
• Work collaboratively with the operations, finance, and compliance teams.
• Be proactive in identifying service issues and ensuring quick resolution.
• Build long-term relationships with clients to enhance satisfaction and retention.
• Represent in a professional manner and uphold its standards of service.

Qualifications

• MBA or MMS with majors in Finance / Operations;

  OR

• Bachelor's or Master's degree in Business Administration, BAF, Marketing, or related field

OR

• 2+ years of experience in CRM, client servicing, or business development

Qualification can be relaxed for candidates with 3+ years of prior experience in Co-operative/ Society accounting/compliance