Customer Relationship Manager

Customer Relationship Manager (Job Role) A Customer Relationship Manager is a professional responsible for building and maintaining strong relationships with customers to ensure satisfaction, retention, and business growth.

Key Responsibilities:

• Managing customer interactions and communication
• Handling client queries, complaints, and feedback
• Building long-term relationships with clients
• Serve as a point of contact for resolving customer concerns and coordinating internal resources to ensure a seamless customer experience.
• Ensuring customer satisfaction and retention
• Identify upsell and cross-sell opportunities and align our Team to close them.
• Advocate for the customer by relaying Customer feedback to internal teams for product improvement/Service standards.
• Track and analyze key account metrics - client usage, engagement and satisfaction metrics and report on KPI/other service quality indicators and modify SOP doing RCA.
• Ensure service level agreements (SLAs) are met or exceeded and ensure Service operations are met with adequate training as required.