Customer Relationship Manager

Job Description: Customer Relationship Manager

• Location: Amritsar
• Compensation: 6-8 lpa
• Designation: DM/ Manager
• Reporting to: Head of Business
• Experience: 5+ years

The Customer Relationship Manager owns the post-sale relationship for a portfolio of Indias leading BFSI clients (banks, NBFCs, insurers). The CRM is the single point of accountability for service delivery, contract health, and account growth, working closely with internal teams to ensure SLAs are met and the relationship expands over time.

Key Responsibilities

• Account ownership: serving as the primary point of contact for assigned accounts, building strong and long-lasting partnerships by conducting regular check-ins, resolving customer issues, and conducting regular business reviews.
• Retention & Growth: Monitor account health metrics to reduce churn, identify upsell/cross-sell opportunities, and manage renewals.
• Issue Resolution: Coordinate with internal teams (product, operations, logistics, etc.) for quick resolution of customer complaints and closing the loop.
• Own escalation management for critical incidents.
• Customer Advocacy: Represent customer feedback internally to help shape product enhancements and company strategy.
• Team Leadership: Leading the team to drive efficiency, customer retention, and team development.
• Market Research – keeping up to date with market trends, competition shaping customer needs.

Requirements & Qualifications

• 3+ years of experience in customer success, account management, or a client-facing role, and total 5+ years of work experience.
• Education: Bachelor’s degree in business, communications, or a related field.
• Communication: Exceptional verbal, written, and active listening skills.
• Problem-Solving: Strong analytical capabilities to interpret customer usage data and offer strategic solutions.
• Soft Skills: Excellent communication, stakeholder management, and project coordination abilities.
• PAN India travel when needed (approx. 7-10 days a month)

Competencies Required:

• Strong Stakeholder management
• Cross-Functional Orchestration
• Commercial acumen: comfortable owning renewal targets and upsell numbers
• Structured problem-solving under pressure.