Customer Relationship Manager
4 weeks ago
Build and maintain strong relationships with keystakeholders within client organizations. Act as the primary point of contact for clientqueries requests and escalations.Reporting & Analytics:
Conduct gap analysis on key processes and provide actionableinsights based on data captured from the CRM system. Regularly review and analyzesales insights generated by the CRM to identify opportunities for improvement processoptimization and client growth. Share these insights with internal teams and clients todrive strategic decisionmaking and enhance overall customer success.Service Delivery:
Lead the endtoend service delivery process for our clients ensuringthat the CRM and loyalty management platform is implemented according to clientspecifications and timelines. Collaborate with crossfunctional teams including ITproject management and customer support to ensure that client needs are met with thehighest level of quality. Provide continuous support to clients postimplementation toensure they fully utilize and benefit from the platform’s features.Proactive Support & Issue Resolution:
Identify potential challenges early and workwith internal teams to resolve issues promptly. Ensure client satisfaction by addressingconcerns proactively.Business Driver Activities:
Develop and execute initiatives that align with the company’s strategic goals such as increasing platform adoption driving upsell andcrosssell opportunities and expanding client relationships.Collaborate with sales marketing and product teams to design and implement campaigns or programs thatgenerate additional value for clients ultimately contributing to increased revenue andlongterm business success.Team Management:
Mentor and develop a team. Foster a collaborative andhighperformance culture within the team ensuring that all team members are alignedwith the company goals. Set clear objectives provide regular feedback and support theprofessional growth of team members. Ensure that the team is equipped with thenecessary skills and resources to deliver exceptional service and achieve client success.Customer Advocacy:
Serve as the voice of the customer internally providing feedbackto product and marketing teams. Advocate for client needs and help shape the futuredevelopment of our platform.Required Skills & Qualifications:Education:Bachelor’s degree in Business Marketing or a related field. A Master’sdegree is a plus.Travel Requirements:This role does involved a frequent Travel to client location including multiple days of travel plans.Experience:5 years of relevant experience in customer success account management or a related field preferably within the SaaS or technology industry.Proven track record of managing and growing client accounts in a B2B environment.Experience in CRM or loyalty management is highly desirable.Technical Skills:Proficiency in using CRM software and other customer success tools.Ability to understand and explain technical concepts to nontechnical users.Communication & Interpersonal Skills:Excellent verbal and written communication skills.Strong interpersonal skills with the ability to build and maintain relationships at all levels.Experience in conducting business reviews and presenting to executivelevel stakeholders.ProblemSolving & Analytical Skills:Strong analytical skills with the ability to interpret data and make informeddecisions.Proactive problemsolving abilities with a focus on delivering solutions thatbenefit both the client and the company.Project Management:Strong organizational skills with the ability to manage multiple clients and projects simultaneously.Experience in managing client implementations and driving project timelines.CustomerCentric Mindset:A passion for customer success and a deep understanding of how to deliver valueto clients.Ability to empathize with clients and advocate on their behalf.SkillsRelationship Management,
Customer Support,
Account Management,
Customer Sucess,
Customer Success Management,
customer relationship management,
CRM,
Customer Engagement
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