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
