Role Overview:

The Client Relationship Manager (CRM) is responsible for nurturing and growing strategic client relationships, ensuring client satisfaction, retention, and account growth. The CRM is responsible for maintaining long-term engagement, driving renewals and expansions. The CRM works closely with delivery, operations, and pre-sales teams to drive customer success and identify new opportunities for business expansion.

Key Responsibilities:

Serve as the primary point of contact for assigned client accounts and maintain strong, long-term relationships.
Understand client requirements, business processes, and challenges to propose relevant technology and service solutions.
Oversee the delivery of ongoing projects, ensuring timelines, quality, and performance meet client expectations.
Collaborate with cross-functional teams (sales, delivery, operations, and finance) to ensure smooth execution of client engagements.
Identify and pursue upsell and cross-sell opportunities to drive account growth and profitability.
Manage escalations efficiently and ensure prompt resolution of client concerns.
Support proposal preparation, RFP responses, and contract renewals in collaboration with internal teams.
Represent the organization as a Client Success advocate.
Ensure all CRM data, interactions, and opportunities are updated accurately in the internal systems.

Qualifications and Experience:

Bachelor's degree in Business Administration, Information Technology, or related field. MBA preferred.
3–6 years of experience in account management, client relationship management, or sales roles in IT / managed services / consulting sectors.
Proven experience managing large enterprise accounts or large GSI and capable of handling multi-stakeholder engagements.
Excellent communication, negotiation, and presentation skills.
Proficiency in CRM tools (e.g., Salesforce, Zoho or similar).
Ability to work collaboratively in a cross-functional team environment.
Strong problem-solving and analytical thinking skills.

Key Competencies:

Customer-Centric Mindset and Relationship Oriented
Strategic Account Planning
Relationship Building and Stakeholder Management
Team Collaboration
Ownership and Accountability
Effective Communication and Influencing Skills
Conflict Resolution & Negotiation Skills