Customer Relationship Manager

Key Responsibilities

• Serve as the primary point of contact for assigned member accounts, ensuring timely resolution of queries and concerns.
• Build and maintain strong, long-term relationships with existing clients/members to ensure high satisfaction and retention.
• Onboard new members and guide them through HPX's platform, products and processes.
• Coordinate with internal teams to address client needs and escalations effectively.
• Conduct regular client visits/calls/meetings to understand their evolving requirements and gather feedback.
• Track and analyse client engagement, transaction trends and satisfaction levels; prepare periodic reports for management.
• Identify opportunities for cross-selling/up-selling HPX products and services to existing members.
• Assist in organizing client engagement initiatives, webinars and market outreach programs.
• Support the PR team in drafting communications, newsletters and client-facing content as required.
• Stay updated on power market trends, regulations and competitor activities to provide informed support to clients.

Desired Candidate Profile

• 25 years of experience in customer relationship management, client servicing, key account management or a similar role (preferably in the exchange, power, energy or BFSI sectors).
• MBA in Public Relations or Marketing preferred; graduates from other relevant disciplines with strong CRM experience may also be considered.
• Excellent communication, interpersonal and relationship-building skills.
• Strong problem-solving ability with a client-first approach.
• Proficiency in MS Office (Excel, PowerPoint, Word); familiarity with CRM tools is a plus.
• Ability to multitask, prioritize and manage multiple client relationships simultaneously.
• Basic understanding of the power/energy sector will be an added advantage.