Client Relationship Manager

Company Description

Canada-based IT consultancy firm established in 2020, with its Head Office in Ontario, Canada, and offshore operations in Kerala, India. Company specializes in IT Consulting, Digital Marketing, App Development, and Web Services. As a product oriented company, we currently manage two successful SaaS products in the Canadian market. Since inception, the company has experienced rapid growth, serving over 500 clients across Canada with a team of 60+ professionals working remotely across India.

Role: Client Relationship Manager

Key Responsibilities

• Act as the primary strategic point of contact for high-value and enterprise clients.

• Manage the complete client lifecycle, including onboarding, adoption, retention, and expansion.

• Build and maintain long-term client relationships through consultative engagement.

• Identify and execute upselling and cross-selling opportunities within existing accounts.

• Collaborate with Product, Sales, Marketing, and Support teams to enhance customer experience.

• Monitor key account metrics such as renewals, retention, and client satisfaction.

• Handle escalations and resolve complex client concerns in a timely and strategic manner.

• Maintain accurate CRM records, pipeline tracking, segmentation, and reporting.

• Provide strategic insights to leadership based on client feedback and market demands.

• Mentor and guide junior team members in client management best practices.

• Ensure consistent and professional communication across email, phone, and virtual meetings.

Requirements

• Bachelor's degree (Marketing, Business Administration, or related field preferred).

• 3 to 6 years of experience in Client Relationship Management / Account Management (experience in SaaS products preferred).

• Strong understanding of customer lifecycle management, renewals, and retention strategies.

• Experience handling international clients (Canada/US market preferred).

• Proficiency in CRM tools and customer success platforms.

• Experience in the real estate industry is an added advantage.

• Excellent written and verbal communication skills in English (Hindi is a plus).

• Strong negotiation, problem-solving, and stakeholder management skills.

Perks & Benefits

1. Salary: Upto 7 LPA

2. Performance-driven career growth with leadership opportunities.

3. Exposure to international clients and global work standards.

4. A young, dynamic, and growth-focused work culture.

5. Opportunity to contribute to product strategy and business expansion.

Work Timing & Location

• Shift Timing: 09:00 PM to 06:00 AM IST (Canadian Shift)

• Location: nfoPark, Koratty, Thrissur, Kerala