We are looking for a Customer Relationship Executive to oversee customer support operations and enhance the overall customer journey. This role involves managing service channels, improving customer satisfaction, and acting as the voice of the customer within the organization while ensuring a seamless and delightful experience.
Responsibilities
- Manage and nurture relationships with key clients and strategic accounts.
- Act as the primary point of contact for high-value clients and critical escalations.
- Develop and implement strategies to enhance client satisfaction, retention, and loyalty.
- Monitor and manage KPIs such as client retention rate, CSAT, NPS, and revenue growth.
- Identify opportunities for upselling and cross-selling across existing accounts.
- Lead client meetings, business reviews, and performance discussions.
- Collaborate with sales, product, and operations teams to ensure seamless delivery.
- Analyze client feedback and data to drive continuous improvement initiatives.
- Oversee CRM systems and ensure effective utilization for client tracking and engagement.
- Prepare and present client performance reports and insights to senior management.
- Proactively identify business risks and recommend strategic solutions.
- Mentor and guide Client Relationship Executives and junior team members.
Requirements
- Strong communication, presentation, and interpersonal skills.
- Excellent stakeholder management and negotiation abilities.
- Proficiency in CRM tools (e. g., Zendesk, Freshdesk) and data analysis.
- Strong problem-solving and decision-making skills.
- Leadership and team management capabilities.
- Advanced knowledge of MS Excel and reporting tools.
- Ability to manage multiple clients in a fast-paced environment.
- Minimum 5-8 years of experience in Client Relationship Management / Customer Experience roles.
- Bachelor's degree in Business Administration, Marketing, or a related field.
Key Competencies
- Client Relationship and Account Management.
- Strategic Thinking and Business Growth.
- Escalation Management.
- Data Analysis and Reporting.
- Cross-functional Leadership.
- Process Improvement and Optimization.
This job was posted by Vaishali Kumaiyu from Kimirica Hunter International.
