Client Relationship Manager

3 days ago

Chennai, India TECEZE Full time

Teceze is seeking a dynamic and results-driven Client Relationship Manager to manage day-to-day client interactions, nurture relationships, and drive account growth. This individual will be instrumental in addressing client requests, upselling IT services, and ensuring outstanding client satisfaction.


Key Responsibilities:

1. Client Relationship Management:

  • Serve as the main point of contact for assigned clients, ensuring seamless communication and collaboration.
  • Build and maintain strong, long-term relationships with key stakeholders within the client’s organization.
  • Conduct regular client meetings to understand their needs, challenges, and feedback.
  • Address client concerns and ensure resolution in a timely and professional manner.

2. Managing Day-to-Day Client Requests:

  • Coordinate with internal teams (technical, sales, operations) to address client requests effectively.
  • Monitor service delivery to ensure adherence to agreed SLAs and quality standards.
  • Track and manage support tickets, ensuring timely resolution and updates to the client.
  • Provide regular updates on ongoing projects and status reports.

3. Revenue Growth and Account Expansion:

  • Identify and pursue opportunities to grow account revenue through cross-selling and upselling of IT services.
  • Develop and present tailored proposals and service enhancements to meet client objectives.
  • Negotiate contracts and renewal terms in collaboration with the sales and legal teams.
  • Collaborate with clients to identify new projects or technology requirements.

4. Strategic Account Planning:

  • Develop account plans that align with the client’s business goals and IT strategy.
  • Monitor and analyze account performance, identifying areas for improvement.
  • Maintain a deep understanding of the client’s industry trends, challenges, and emerging opportunities.

5. Upselling and Promotion of IT Services:

  • Proactively recommend relevant IT services and solutions that align with the client’s needs.
  • Conduct product demonstrations, presentations, and workshops as needed.
  • Stay updated on the organization’s service offerings, ensuring alignment with client opportunities.
  • Support marketing initiatives by introducing clients to new solutions, promotions, or events.

6. Reporting and Documentation:

  • Prepare regular performance and account management reports for both internal and client review.
  • Maintain detailed records of client interactions, feedback, and account progress in CRM systems.
  • Provide insights and updates to senior management on account growth and challenges.


Qualifications and Skills:

Required Qualifications:

  • Bachelor’s degree in IT, Business Administration, or a related field.
  • 3+ years of experience in client relationship management within the IT services industry.
  • Proven track record of achieving revenue growth and upselling IT services.

Key Skills:

  • Strong interpersonal and communication skills.
  • Excellent problem-solving and negotiation abilities.
  • Proficiency in CRM tools (e.g., Salesforce, Zoho CRM).
  • Basic understanding of IT services and solutions, such as Managed Services, Cloud Solutions, and IT Infrastructure.
  • Ability to manage multiple clients and prioritize tasks effectively.
  • Strong analytical skills to monitor account performance and identify growth opportunities.

Key Performance Indicators (KPIs):

  • Client satisfaction and retention rate.
  • Revenue growth from assigned accounts.
  • Percentage of upsell/cross-sell opportunities converted.
  • Timely resolution of client requests and adherence to SLAs.
  • Frequency of client engagement and feedback sessions.

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