Senior Customer Relations Manager

About The Role

Key ResponsibilitiesClient Onboarding & TrainingRequirementsWhat We’re Looking For

• Seamlessly onboard new clients, ensuring they understand Finkraft’s processes, reports, and portal usage.
• Define clear service deliverables and communication protocols for long-term client success.
• Drive initial client success by ensuring early adoption of reports and services.
• Collect onboarding feedback and optimize processes for future clients. Retention, Referrals & Billing Escalation
• Build lasting relationships with clients to drive retention and encourage referrals.
• Proactively engage with clients to address potential churn risks and resolve service concerns.
• Manage overdue bills by coordinating with finance and ensuring smooth communication with clients. Building & Scaling the Customer Relations Team
• Recruit, build, and mentor a dynamic customer relations team that aligns with Finkraft’s vision.
• Implement structured training programs to upskill team members in handling client communication and escalations effectively.
• Establish scalable processes to ensure consistency in client interactions. Contract Renewals & Upsell Opportunities
• Own the client contract renewal process, ensuring timely discussions and seamless execution.
• Identify upsell opportunities by analyzing client usage patterns and recommending relevant services.
• Maintain a consultative approach to educate clients on additional value-driven solutions. Client Meetings & Storytelling with Data
• Lead effective quarterly business reviews (QBRs) and in-person client check-ins.
• Use data-backed storytelling to illustrate client wins, service impacts, and financial growth.
• Prepare and deliver engaging presentations to key stakeholders to reinforce Finkraft’s value.
• Client-Centric Leader: Passionate about building long-term client relationships and delivering an exceptional experience.
• Strategic Thinker: Capable of identifying opportunities to enhance client success and drive business growth.
• Proactive Problem-Solver: Can anticipate client needs, mitigate risks, and handle escalations with ease.
• Strong Communicator: Able to translate complex data into compelling narratives for clients.
• Team Builder: Experienced in hiring, mentoring, and scaling a high-performing customer relations team.
• Adaptable & Tech-Savvy: Comfortable navigating a fast-paced fintech environment with evolving client needs.