Client Relationship Executive

Role OverviewThe CRM & Business Development Manager is responsible for the end-to-end customer lifecycle. This includes identifying new leads, securing formal agreements, managing the sale of fire safety materials, and ensuring post-sales service excellence through regular client engagement.

• Key Responsibilities1. Customer Acquisition & SalesField Visits: Meet with prospective customers to understand their specific safety requirements and site conditions.
• Material Sales: Promote and sell fire protection materials (extinguishers, hydrants, detection systems, etc.) based on site findings.
• Lead Conversion: Follow up on inquiries generated through digital marketing and telecalling teams to close sales.
• 2. Documentation & AgreementsProposal Creation: Draft precise technical scopes of work and commercial estimates based on site surveys.
• Contract Management: Create, negotiate, and finalize formal service agreements and Annual Maintenance Contracts (AMC).
• Compliance: Ensure all agreements align with the Maharashtra Fire Service norms and licensing requirements.
• 3. Client Relationship Management (Service & Issues)Retention Visits: Meet each client periodically to ensure the installed systems are functioning correctly and that they are satisfied with the service.
• Conflict Resolution: Act as the primary point of contact for client issues, technical glitches, or service delays, ensuring rapid resolution.
• Audit Support: Assist clients during fire safety audits and the process of obtaining Form B certification.
• 4. Team Coordination & ReportingCollaboration: Work closely with the service technicians and sales team to ensure promised deliverables are met.
• Data Management: Utilize CRM/ERP software to track every interaction from the initial inquiry to material delivery and refilling schedules.
• Required Skills & QualificationsExperience: Proven track record in field sales or relationship management (experience in the fire and safety industry is a significant advantage).
• Communication: Strong verbal and written skills for meeting clients and drafting professional agreements.
• Technical Aptitude: Ability to understand fire safety systems and explain technical findings to non-technical clients.
• Mobility: Willingness to travel across the PCMC and Pune regions for face-to-face client meetings.
• Performance Indicators (KPIs)Number of new agreements signed per month.
• Client retention rate (AMC renewals).
• Average resolution time for customer reported issues.
• Sales volume of fire safety materials and refilling services.