Client Relationship Manager

At Billeasy, we do not hire in bulk. We build a troop.

Real people, real ownership, and a team you will actually want to stay in. If you want a workplace that feels like home and still pushes you to grow, we would love to meet you.

About Billeasy

Billeasy is a fintech company transforming how consumers and businesses connect through offline-to-online SaaS solutions. We power digital transactions, loyalty, and engagement for major retail brands and government mass transit networks across India. Our technology sits at the intersection of physical and digital, helping millions of commuters and shoppers interact with brands in smarter, more seamless ways.

The Role

As our Client Relationship Manager, you will be the bridge between Billeasy and the partners we serve across retail and transit. Equal parts relationship builder and problem solver, you will own real accounts, have direct access to leadership, and be the reason clients stay and grow with us.

What You Will Do

1. Client Onboarding and Go-Live

•Manage end-to-end onboarding of retail and transit clients onto Billeasy's platform, owning go-live milestones and ensuring client teams are fully equipped from day one.

•Coordinate with product, tech, and operations teams to resolve integration blockers and configuration dependencies within agreed timelines.

•Build and deliver structured onboarding documentation, training materials, and platform walkthroughs tailored to each client's use case.

•Track onboarding health using defined milestones and flag delays or risks to leadership before they become client-facing issues.

2. Account Management and Relationship Building

•Serve as the primary, day-to-day point of contact for your assigned client portfolio across retail chains and government transit bodies.

•Build multi-level relationships within client organizations, engaging with both operational and senior stakeholder contacts to maintain depth and continuity.

•Conduct structured monthly and quarterly business reviews, presenting SLA adherence, transaction volume trends, loyalty adoption rates, and engagement metrics against committed targets.

•Maintain a deep understanding of each client's business model, seasonal patterns, and internal priorities to provide genuinely consultative support.

•Ensure every client interaction reflects Billeasy's commitment to responsiveness, quality, and long-term partnership.

3. Client Retention and Contract Renewal

•Own the full renewal cycle for your portfolio, initiating conversations well ahead of contract expiry and proactively managing commercial risks.

•Track account health indicators including product usage, engagement levels, and satisfaction signals, intervening early where disengagement is detected.

•Document and act on client feedback in a structured manner, ensuring that recurring concerns are escalated, resolved, and closed with confirmation to the client.

•Achieve and maintain a high net retention rate across the assigned portfolio, measured quarterly.

4. Escalation Management and Issue Resolution

• Act as the first point of contact for client escalations, coordinating internally with product, tech, and ops to resolve platform issues within defined turnaround times.

• Keep clients fully informed at every stage of an escalation, ensuring transparency on root cause, resolution timeline, and preventive action.

•Maintain a structured escalation log and share periodic summaries with leadership to identify recurring failure patterns.

5. Expansion and Revenue Growth

•Identify upsell and cross-sell opportunities within your accounts, including additional Billeasy modules, new store or station locations, and higher transaction tiers.

•Loop in the business development team with structured expansion briefs, providing account context, client readiness signals, and commercial background.

•Contribute to account revenue targets by driving adoption of underutilized product features and ensuring clients are maximizing platform value.

6. CRM Management and Reporting

•Maintain accurate, up-to-date records of all client interactions, account health indicators, escalation status, and pipeline activity in the CRM.

•Deliver regular account status reports and portfolio dashboards to leadership, ensuring visibility into retention risk and expansion opportunities.

•Support forecasting and business planning by providing reliable data on renewal timelines, account health scores, and client feedback themes.

7. Voice of the Client

•Translate client operational needs and product gaps into structured, actionable briefs for the product and technology teams.

•Champion the client's perspective in internal discussions, ensuring that client feedback directly shapes how Billeasy builds and improves its platform.

• Identify clients who are strong candidates for co-marketing initiatives, case studies, or reference program participation, and coordinate with internal teams to activate these.

What You Bring

Must-Haves

•3 to 5 years of experience in client relationship management, account management, or a similar client-facing role.

•Strong interpersonal and communication skills, both verbal and written, with the ability to manage multi-level client relationships.

•Comfort managing multiple accounts simultaneously without compromising on quality or responsiveness.

•Experience with CRM tools such as Salesforce, HubSpot, or similar platforms.

•Results-driven with a demonstrated track record in client retention and satisfaction.

Nice-to-Haves

•      Prior exposure to fintech, SaaS, or B2B client management environments.

•      Experience managing retail brand clients or government transit organizations.

•      Bachelor's degree in Business, Marketing, or a related field.

Why Billeasy

•      Modern office in Versova, equipped with Apple products, large monitors, and a well-stocked pantry.

•      Close-knit team culture with real ownership and accountability from day one.

•      Direct access to senior leadership and genuine cross-functional collaboration.

•      Honest feedback, consistent learning, and real career growth.

•      Regular team events and a workplace that genuinely feels like one.

Apply

Interested 

Fill out the application form at: https://airtable.com/app7rKlx7QINmRw4j/shr0O2mHtnxObC57d

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