Client Relationship Executive

15 hours ago

Ahmedabad India Acquaint Softtech Private Limited Full time

Job Description Job Description Sr. Customer Relationship Executive Company: Acquaint SoftTech Pvt. Ltd. (Ahmedabad) Department: Client Success Reports To: Technical Head / Delivery Head Location: Ahmedabad (On-site) About the Role We are looking for a proactive and people-oriented Customer Relationship Executive to support our Technical Head in nurturing ongoing client relationships. This role ensures that clients feel heard, supported, guided, and delighted throughout their engagement with us. The ideal person will maintain communication with active clients, identify growth opportunities (upsell, cross-sell, increments), gather feedback, and manage testimonials/reviews on reputable platforms such as Clutch, Google, and others. This is a relationship-driven role where communication, empathy, and follow-through matter the most. Key Responsibilities Client Relationship & Communication - Serve as the primary point of contact for assigned clients. - Build and maintain long-term, trust-based relationships. - Handle client inquiries, concerns, and escalations with professionalism and clarity. - Coordinate internally with technical teams to ensure smooth delivery. - Handle disputes, misunderstandings, and delivery-related conflicts with maturity and clarity, ensuring issues are resolved fairly and promptly for both the client and internal teams. Growth & Account Expansion - Identify opportunities for upselling, cross-selling, and contract increments. - Maintain a structured account plan for each client to track potential opportunities. - Support the Technical Head in negotiations for extensions and expansions. Client Feedback & Satisfaction - Conduct periodic feedback sessions with active clients. - Monitor client satisfaction and relay improvement areas to internal teams. - Ensure client expectations are aligned with our delivery timelines and capabilities. Testimonials & Reviews - Collect testimonials after major milestones or project completion (video/text). - Coordinate with clients for reviews on Clutch, Google, and other portals. - Maintain a repository of success stories, testimonials, and client quotes. Reporting & Documentation - Maintain detailed records of client interactions in CRM or internal tools. - Prepare monthly reports on client satisfaction, revenue opportunities, and escalation trends. - Track KPIs such as retention, upsell success, review count, and feedback insights. Qualifications - Bachelor's degree in Business, Marketing, IT, or Computer Applications. - 24 years of experience in Client Relationship or Sales in a software development or IT services company. - Strong communication skills (verbal + written). - Ability to understand basic software development concepts. - Experience with CRM tools is an added advantage. Skills Required - Exceptional communication & interpersonal skills - Client handling & relationship-building - Upselling & cross-selling mindset - Problem-solving and negotiation - Time management & multitasking - Presentation skills - MS Office, Google Docs, Reporting - Basic proposal writing ability

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