Customer Relationship Manager

Position OverviewWe are seeking an experienced and customer-focused Customer Relationship Manager (CRM) to oversee the entire customer journey — from pre-sales engagement and sales execution to post-sales service and long-term client relationship management. The ideal candidate will act as a bridge between customers and the organization, ensuring satisfaction, retention, and business growth. Key Responsibilities1. Customer Engagement & Relationship Building Develop strong and long-lasting relationships with customers by understanding their business needs. Serve as the primary point of contact for all customer inquiries, issues, and escalations. Build trust and credibility with clients through effective communication and problem-solving. 2. Sales Process Support Collaborate with the sales team to onboard new customers smoothly. Ensure clear understanding of client requirements, contracts, and agreements. Assist in cross-selling and up-selling opportunities based on customer needs. 3. After-Sales Service & Support Monitor order processing, delivery timelines, and product/service installation. Ensure proper documentation, invoicing, and compliance with company policies. Coordinate with internal teams (technical, logistics, finance) to resolve customer queries. Track customer feedback and complaints to ensure quick resolution. 4. Retention & Customer Success Maintain regular follow-ups with clients to ensure product/service satisfaction. Conduct periodic review meetings with key accounts to evaluate performance. Drive customer loyalty programs, referrals, and repeat business opportunities. Proactively identify risks of customer churn and take corrective actions. 5. Reporting & Insights Prepare reports on customer interactions, issues, and satisfaction levels. Provide management with insights on market trends, customer demands, and improvement areas. Use CRM tools/software to maintain accurate customer data and history. 6. QKey Skills & Competencies Strong interpersonal and communication skills (verbal & written). Excellent problem-solving, negotiation, and conflict-resolution abilities. Good knowledge of sales processes, customer service protocols, and after-sales support. Proficiency in CRM software (e.g., Salesforce, Zoho, HubSpot) and MS Office tools. Ability to manage multiple accounts and prioritize tasks effectively. Customer-first attitude with high accountability and ownership. 7. Qualifications Bachelor’s degree in Business Administration, Marketing, or related field (MBA preferred). Proven experience (3–7 years) in Customer Relationship Management, Key Account Management, or Sales/After-Sales roles. Industry knowledge in [insert relevant industry – e.g., FMCG, Electronics, IT, Manufacturing]. 8. Why Join Us Opportunity to be the face of the company for valued clients. A dynamic role that blends sales, service, and relationship management. Growth-oriented environment with strong career advancement prospects.