Senior Customer Relationship Manager

Immediate Joiner

Exp- 10 + Years

Location - Mumbai (Relocation is not acceptable.)

Job Summary

The General Manager / Senior Customer Relationship Manager is responsible for nurturing and strengthening relationships with key clients to drive customer satisfaction, loyalty, and retention. This role involves understanding client needs, providing strategic solutions, and ensuring an exceptional customer experience while identifying opportunities for account growth and cross-selling/up-selling.

Key Responsibilities

Client Relationship Management

Serve as the primary point of contact for high-value clients, ensuring their needs are met and expectations exceeded.

Build and maintain long-term relationships to foster trust and customer loyalty.

Actively engage with clients to gather feedback and address concerns promptly.

Account Growth & Revenue Maximization

Identify opportunities for up-selling and cross-selling aligned with the client's goals and company offerings.

Develop account strategies to drive business growth and ensure profitability.

Collaborate with sales and marketing teams to create tailored proposals for clients.

Strategic Planning & Execution

Develop and implement customer relationship strategies that align with the organization's objectives.

Monitor client metrics and KPIs, including satisfaction scores, retention rates, and revenue.

Anticipate client needs and proactively suggest solutions to address challenges.

Team Leadership & Collaboration

Mentor and guide junior relationship managers or account executives.

Collaborate cross-functionally with internal teams, including product, sales, and customer support, to deliver seamless client experiences.

Act as a client advocate during organizational decision-making processes.

Reporting & Documentation

Maintain accurate records of client interactions, contracts, and other relevant details in CRM tools.

Prepare and present reports on client activities, revenue forecasts, and satisfaction metrics to senior leadership.

Qualifications & Skills

Education: Bachelor's degree in Business Administration, Marketing, or a related field (Master's degree preferred).

Experience: 12+ years of experience in customer relationship management, account management, or a similar role, with at least 2 years in a senior position.

Skills:

Excellent communication, negotiation, and presentation skills.

Strong analytical and problem-solving abilities.

Proficiency in CRM tools (e.g., Salesforce, HubSpot) and MS Office Suite.

Ability to manage multiple accounts while paying attention to detail.

• Leadership and mentoring capabilities.