Client Relationship Manager

Role:

A Customer Relationship Manager (CRM) plays a crucial role in ensuring that customers derive maximum value from a company's products or services, leading to customer satisfaction, retention, and growth. Here are the key roles and responsibilities of a Customer Relationship Manager:

Key Responsibilities:

1. Onboarding:Successfully onboard new customers and guide them through the implementation process.
2. Relationship Management: Establish and maintain strong relationships with customers to ensure their satisfaction and success.
3. Customer Support:Provide technical support and troubleshoot issues to resolve customer concerns.
4. Training:Develop and deliver training programs to customers to ensure they are effectively using the product or service.
5. Upselling and Cross-selling: Identify opportunities to expand the product or service offering to increase revenue and customer value.
6. Customer Feedback:Collect and analyze customer feedback to provide insights to the product development team and drive product improvements.
7. Renewals and Retention:Manage contract renewals and proactively engage with customers to ensure long-term retention.
8. Metrics and Reporting:Track and report on key metrics such as customer satisfaction, renewal rates, and upsell/cross-sell opportunities.
9. Collaborate:Work closely with cross-functional teams, including sales, marketing, and product, to ensure customer success and drive business growth.
10. Customer Success Strategy:Develop and execute a customer success strategy to achieve company goals and objectives.

Preferred candidate profile

1. Experience: Previous experience in a Customer Success, Sales, and/or account Management role within a B2B / B2C SaaS company
2. Communication skills:Ability to clearly and effectively communicate with customers and internal teams.
3. Languages:Multilingual -English, Tamil, Hindi, Telugu, Kanada
4. Client communication:Understanding and addressing customer needs and concerns with a customer-first mindset.
5. Product Knowledge:Deep understanding of the company's products or services.
6. Problem-Solving:Ability to think critically and creatively to resolve customer issues.
7. Technical Proficiency:Familiarity with CRM software, customer success platforms, and other relevant tools.
8. Interpersonal Skills:Building and maintaining positive relationships with customers and team members.