Key Account Manager / Customer Relationship Manager (CRM)

Location: Pune
Job Type: Full-Time Experience: 2+ years in account management, client servicing, or CRM in a digital marketing agency Job Summary:

Client Servicing / Account Manager

Key Responsibilities:

1. Client Relationship Management • Act as the main liaison between clients and internal teams, ensuring smooth communication. • Build and maintain strong, long-term client relationships through proactive engagement. • Regularly update clients on campaign performance, deliverables, and strategic recommendations. • Address client concerns promptly and provide effective solutions to enhance satisfaction.

2. Account Management & Business Growth • Oversee multiple client accounts, ensuring that all projects meet deadlines and objectives. • Identify upselling and cross-selling opportunities to increase revenue per client. • Work with the sales and marketing teams to develop personalized client strategies. • Conduct regular review meetings with clients to discuss progress and future opportunities.

3. Project Coordination & Execution • Collaborate with internal teams (SEO, Paid Ads, Content, Social Media) to ensure campaign success. • Monitor project timelines, budgets, and deliverables to ensure high-quality execution. • Ensure client requests are clearly communicated and implemented within teams. • Optimize workflows and improve efficiency in project delivery.

4. Performance Analysis & Reporting
• Track and analyze client campaign performance using data-driven insights. • Provide monthly/quarterly reports with key metrics and recommendations for improvement. • Use CRM tools (HubSpot, Salesforce, Zoho, etc.) to manage customer data and track interactions.

5. Customer Experience & Retention • Develop and implement strategies to increase client retention and satisfaction. • Gather client feedback to enhance service quality and tailor future campaigns. • Ensure a customer-first approach in all communications and project planning.

Requirements:

• Experience: 2+ years in account management, client servicing, or CRM, preferably in a digital marketing agency. • Education: Bachelor's/Master degree in Business, Marketing, Communications, or a related field. • Strong communication, negotiation, and interpersonal skills. • Proficiency in CRM and account management tools (Salesforce, HubSpot, Zoho, etc.). • Deep understanding of digital marketing services (SEO, PPC, Social Media, Content Marketing). • Ability to manage multiple clients and projects simultaneously. • Analytical mindset to track performance and improve client satisfaction scores.