Client Relationship Executive

3 weeks ago

Surat Gujarat India, Gujarat Kahani by i2c Events Full time

Role Objective:

The Client Relationship Executive (CRE) is responsible for managing post-closing client coordination, ensuring milestone-wise payment collections, timely reporting, and smooth communication between clients, finance, and internal teams. The role focuses on building trust and maintaining long-term relationships through systematic follow-ups and documentation.


Key Responsibilities:

1. Client Communication & Relationship Management

  • Source and maintain accurate client and vendor contact details.
  • Call clients regularly to share updates, gather feedback, and maintain strong relationships.
  • Send personalized greetings for birthdays, anniversaries, etc., to nurture rapport.
  • Participate in daily CRM review sessions with stakeholders.
  • Resolve client queries promptly and professionally.

2. Payment Collection & Billing Coordination

  • Ensure milestone-wise payment collection within timelines.
  • Share invoices and UTRs promptly and maintain a clear audit trail.
  • Coordinate invoice/bill generation with Accounts.
  • Confirm final deliverables and amounts with Client Servicing before billing.

3. Documentation & Reporting

  • Record all interactions, approvals, and updates in CRM and email/WhatsApp summaries.
  • Maintain structured data templates for smooth coordination across departments.
  • Avoid verbal-only updates; ensure all communication is documented.
  • CC Finance and Client Servicing on all payment-related emails.

4. Escalation & Follow-up

  • Follow embedded SOP for payment follow-ups:
  • D0: Thank-you & summary
  • D3: Gentle nudge
  • D7: Reminder + offer help
  • D10: Firm, solution-oriented reminder
  • D15: Escalation with full context
  • Flag ageing, disputes, or documentation gaps proactively.

5. Client Servicing & After-Sales Support

  • Ensure client satisfaction from order placement until final payment.
  • Collect true feedback and resolve queries diligently.
  • Act as a point of contact for complaints and escalate issues to the concerned team.


Competency Requirements:

Skills Needed:

  • Excellent communication: soft-spoken, polite, professional (English/Hindi; Gujarati preferred).
  • Persuasion, rapport-building, and phone/meeting etiquette.
  • Listening, questioning, and proactive problem-solving.
  • Consistency, patience, and empathy in follow-ups.
  • Tech-savvy: Google Docs, Sheets, Excel, CRM, professional email/WhatsApp etiquette.


Knowledge Areas:

  • Wedding/event planning basics.
  • Billing systems, client documentation, and vendor networks.
  • Internet research and data collection.


Traits & Self-Image:

  • Confident, high-energy, go-getter mindset.
  • Honest, persistent, and eager to learn.
  • Warm, hospitable, client-friendly approach.
  • Passionate about growth and process improvement.


Workflow & Reporting:

  • CRE coordinates post-closing with Client Servicing, Production, and Finance.
  • Reports directly to Finance (Cost Controller + Accounts) with alignment to Growth Head.
  • Top 2 priorities: polite, consistent, documented follow-ups & timely milestone-wise collections.


Salary:

- ₹15,000 – ₹18,000/month

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