Key Account Manager / Customer Relationship Manager (CRM)

Location: Pune , Hyderabad

Job Type: Full-Time

Experience: 5+ years in account management, client servicing, or CRM in a digital

marketing agency

Job Summary:

We are looking for a highly organized and client-focused Account Manager / CRM to

manage key client relationships, ensure seamless project execution, and drive customer

satisfaction. This role requires a strategic thinker with strong communication, negotiation,

and problem-solving skills to enhance client engagement and business growth. The ideal

candidate will act as the primary point of contact for clients, ensuring their marketing

campaigns are executed smoothly while identifying opportunities for upselling and retention.

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: 5+ years in account management, client servicing, or CRM, preferably in

a digital marketing agency.

• Education: Bachelor's/Masters 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.