Account Support Manager

1 week ago

Bengaluru, Karnataka, India Getinz Techno Services Full time ₹ 15,00,000 - ₹ 28,00,000 per year
About the Role

The Customer Success & Retention Partner plays a vital role in ensuring customer satisfaction and long-term engagement. This role is responsible for managing the end-to-end renewal process, maintaining proactive communication, resolving service or billing concerns, and identifying opportunities to strengthen customer relationships. You will directly contribute to customer retention and revenue continuity.

Key Responsibilities
Renewal Management & Tracking

  • Maintain a structured system to track upcoming contract renewals.

  • Prioritize outreach based on renewal timelines and account value.

Customer Communication & Engagement

  • Engage with clients ahead of renewals to understand current needs.

  • Ensure seamless renewal experiences through timely follow-ups via calls and emails.

  • Regularly update CRM with interaction notes and client status.

Escalation & Coordination

  • Escalate unresolved or complex cases to assigned Relationship Managers.

  • Collaborate with internal teams to address any issues delaying renewals.

Revenue Collection Support

  • Follow up on pending payments and assist in resolving billing issues.

  • Coordinate with finance for smooth and timely collections.

Sales Support

  • Identify and flag upsell or cross-sell opportunities during client conversations.

  • Pass qualified leads to relevant sales or relationship teams.

Training & Onboarding

  • Conduct onboarding sessions and training for new users.

  • Maintain engagement through periodic courtesy calls during the renewal phase.

Quarterly Account Reviews

  • Review account activity and usage data to detect underutilization or concerns.

  • Gather feedback and work toward improving the overall customer experience.

Ideal Candidate Profile

  • Strong verbal and written communication skills.

  • Detail-oriented with excellent follow-up abilities.

  • Customer-centric mindset and proactive problem solver.

  • Experience in customer success, renewals, or inside sales is a plus.

  • Proficient with CRM systems, Excel, and digital communication tools.

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