
Effective Customer Relationship Manager
2 weeks ago
About the Role
This position is responsible for ensuring customer success and satisfaction with our SaaS solutions.
The ideal candidate will be a primary advocate for our customers, building strong relationships and driving product adoption.
This role involves monitoring customer health metrics, proactively addressing potential issues, and ensuring a seamless experience for customers while driving company growth.
Key Responsibilities
- Serve as the main point of contact for established accounts after the handoff from the implementation team.
- Regular follow-ups to monitor satisfaction and ensure customers are achieving their desired outcomes.
- Build strong, long-term relationships with customers by understanding their business objectives and challenges.
- Monitor customer health metrics and proactively address potential issues.
- Ensure a smooth transition post-implementation and assist customers in fully adopting to the software.
- Proactively identify potential churn risks based on the available data and develop strategies to improve customer retention.
- Manage subscription renewals and engage with customers early to ensure a seamless process.
- Identify opportunities to upsell or cross-sell additional features or products based on customer needs.
- Serve as the customer's advocate within the organization, ensuring their feedback influences product development and process improvements.
- Handle cancellation requests professionally, understand customer concerns, and propose solutions to retain the account.
- Conduct periodic business reviews to showcase value delivered and align on future plans.
Requirements
- Education: Bachelor's degree in Business, IT, or a related field.
- Experience: 1-2 years in a SaaS implementation, customer success, or related role.
- Excellent communication and relationship-building skills.
- Strong problem-solving abilities and a proactive mindset.
- Experience with Zoho CRM or similar customer management tools.
- Understanding of SaaS product lifecycles and customer onboarding processes.
- A strategic mindset to identify upselling and retention opportunities.
- High attention to detail and organizational skills to manage multiple accounts.
What We Offer
- Health Insurance (IPD)- Self, Spouse & Children
- Provident Fund
- Paid Leaves (Casual, Medical & Annual)
- Subsidise Lunch/Dinner
- Maternity & Paternity Benefits
- Paid Trips & Tours
- Profit/Stocks Sharing Plan (Tenured Employees)
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