About The Role
We are looking for a proactive and relationship-driven Customer Relationship Manager (CRM) to serve as the primary point of contact for our clients. This role is focused on building strong client relationships, ensuring a seamless client experience, driving customer satisfaction, and collaborating internally to address client concerns and requirements.
The ideal candidate will be someone who can balance relationship management with operational follow-through, ensuring clients feel heard, supported, and valued while maintaining high standards of service delivery and payment compliance.
Key Responsibilities
Client Relationship Management
- Act as the primary point of contact for assigned client accounts.
- Build and nurture long-term professional relationships with clients.
- Conduct regular check-ins with clients to understand their experience, expectations, challenges, and evolving business needs.
- Proactively identify potential issues and work with internal teams to ensure timely resolution.
- Maintain detailed records of client interactions, feedback, concerns, and action items.
Customer Satisfaction & Feedback Management
- Own the Customer Satisfaction (CSAT) process for all assigned accounts.
- Ensure CSAT surveys are completed by clients at the end of every month.
- Analyze client feedback and identify trends, opportunities, and areas for improvement.
- Collaborate with relevant stakeholders to implement action plans based on client feedback.
- Track and report client satisfaction metrics and engagement levels.
Client Success & Retention
- Monitor overall client health and engagement.
- Identify risks that may impact client satisfaction or retention and proactively address them.
- Work closely with operations and leadership teams to ensure client expectations are consistently met.
- Support account growth opportunities by identifying additional client needs and facilitating relevant discussions.
Payment & Collection Coordination
- Build strong professional relationships that encourage timely payment processing.
- Coordinate with clients and internal finance teams to ensure invoices are acknowledged and payments are received as per agreed timelines.
- Follow up professionally on outstanding payments and resolve payment-related concerns.
- Maintain accurate records of payment status and collection updates.
Internal Coordination
- Act as the voice of the client within the organization.
- Escalate critical issues when required and ensure timely communication with clients.
Key Performance Indicators (KPIs)
- Monthly CSAT completion rate.
- Customer satisfaction score (CSAT).
- Client retention rate.
- Resolution time for client concerns.
- Client engagement and relationship health.
- Timely payment collection and reduction in overdue receivables.
- Client feedback implementation and closure rate.
What We’re Looking For
- A people-first professional who genuinely enjoys building relationships.
- Someone who can earn client trust and become a reliable partner.
- A proactive problem-solver who takes ownership and follows through.
- An individual who can balance client satisfaction with business objectives while maintaining professionalism and empathy.
