Senior Executive - Customer Relationship Management

Role Definition:

Deliverables:

• Execute standardized partner onboarding tasks and checklists.
• Continuous engagement through structured interactions.
• Efficient issue resolution and escalation handling.
• Timely collection of payments with minimal overdue.
• 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:

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