Customer Relationship Management Manager

4 weeks ago

Bengaluru, India LEAD School Full time

We are seeking an experienced and dynamic Virtual Customer Relationship Manager to join the new team. The ideal candidate will be a dedicated single point of contact for a specific number of schools that have signed up for the product & services provided by LEAD Group (one or more of our product offerings.


Principal Accountabilities:

Account Management:

● Serve as the primary point of contact for assigned schools, building and maintaining strong relationships with school administrators and decision-makers

● Regularly communicate with key stakeholders to ensure customer satisfaction and identify areas for improvement

● Monitor account receivables and coordinate with the customer / finance department to ensure timely collections

● Proactively address any billing or payment discrepancies to maintain positive financial relationships with customers


Training and Support:


● Coordinate with vendors for scheduling comprehensive training for school staff on the effective use of our products and platforms

● Offer ongoing support and troubleshooting assistance to address any technical issues or challenges faced by users - Any kind of support required for handling technical queries for the school would be transferred to Customer Support Issue Resolution and Product Implementation

● Act as a liaison between schools and internal departments to promptly address and resolve any customer issues or concern

s ● Facilitate smooth product implementation by coordinating with the technical team and providing guidance to school staff during the setup process

● Gather feedback from customers and relay insights to relevant departments for continuous product improvement


Customer Retention & Growth:

● Drive retention by Keeping schools informed about all product changes, updates, and new features through regular communication channels

● Proactively identify opportunities for upselling or cross-selling additional products or services to existing customers

● Lead the renewal process by engaging with schools well before contract expiration dates and negotiating renewal terms


Relationship Management:


● Cultivate and nurture long-term relationships with schools to ensure loyalty and retention

● Anticipate and address any potential issues or challenges that may arise to maintain a positive and collaborative partnership

● Act as a trusted advisor to schools, providing insights and recommendations to help them

achieve their educational objectives


Qualification:

❖ Bachelor's degree with any specialization


Should Have: ❖ Proven experience in key account management, preferably within the educational sector

❖ Strong negotiation skills and communication skills, with the ability to influence and persuade stakeholders at all levels

❖ Excellent problem-solving abilities and a proactive approach to issue resolution

❖ Proficiency in CRM software, Google Suite, and other relevant tools for account management and reporting

❖ A passion for education and a commitment to delivering exceptional customer service


Nice to Have:

❖ Prior work experience in education sector ❖ Multilingual candidates will be preferred - Candidates with proficiency (speaking, reading, writing) in 2 or more languages - English is mandatory. (Tamil, Telugu, Kannada, Hindi, Marathi and Malayalam)

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