Senior Executive - Customer Relationship Management

Role Definition:

The Senior Executive CRM will be responsible for smooth onboarding, and engagement of doctors, hospitals, and healthcare partners. This includes onboarding, account management, engagement, payment follow-ups, and issue resolution. The role ensures partners are integrated smoothly, serviced consistently, and retained long-term with high satisfaction.

Deliverables:

1. Execute standardized partner onboarding tasks and checklists.
2. Continuous engagement through structured interactions.
3. Efficient issue resolution and escalation handling.
4. Timely collection of payments with minimal overdue.
5. Ensure field SOP compliance documentation, reporting and feedback logs.

Task and Activities:

Client Onboarding & Activation

• Collect and verify all mandatory documentation (Proofs, KYC, MOU, Service level agreement, payment terms, etc).
• Enter client details in CRM/LIMS, map pricing slabs, and activate logistics routes.
• Conduct a structured onboarding orientation covering services, reporting TAT, escalation matrix, and billing cycles.
• Ensure the first transaction (sample pickup and billing) is completed within defined timeperiod.
• Prepare and circulate Go-Live Confirmation Mail with attached checklist and Client Code to all stakeholders.

Client Engagement & Relationship Management

• Maintain regular communication through calls, visits, and emails, with defined touchpoints per client per month.
• Execute communication (WhatsApp, mailers) for operational updates, campaigns, or SOP changes.
• Acknowledge client queries and escalations within 2 working hours. Resolve minor issues to major issues within defined TAT by coordinating with relevant teams.
• Record all issues and corrective actions, ensuring closure is communicated to the client. Escalate unresolved cases to the Manager/Zonal Head with complete documentation.
• Conduct quarterly satisfaction surveys (CSAT) through structured feedback tools. Analyze feedback for trends and insights. Implement retention plans for critical clients in coordination with internal teams.
• Report satisfaction levels and improvement suggestions to management.

Payment Collection & Revenue Assurance

• Share invoices and payment reminders as per defined timelines. Maintain a weekly collection tracker (due vs. received vs. overdue).
• Follow a structured reminder cycle. Escalate overdue cases with recommendations for resolution.
• Track sales volume drop trends (>20% decline) and initiate corrective action.

Cross-Functional Coordination

• Coordinate with Logistics for pickup route deviations and urgent requests.
• Align with Accounts for billing clarifications, and overdue support.
• Work with Operations and Lab Teams to resolve TAT delays, report errors, and sample rejection cases.
• Track and report SLA closures of all inter-departmental requests.

Reporting & Compliance

• Update dashboard with calls, visits, escalations, collections, and satisfaction scores.
• Submit monthly dashboards on onboarding, engagement, collections, and escalations.
• Present monthly reviews on client performance, test volumes, and revenue contribution.
• Ensure strict adherence to compliance, confidentiality, and service level standards.

Success Metrics:

1. % of clients onboarded within defined TAT
2. Accuracy of documentation & data entry
3. Client Satisfaction Score (CSAT)
4. No. of escalations resolved within SLA
5. % of payments collected within due dates
6. Average Debtor Days