AGM/GM - Lead CRM

Job Summary:

We are seeking a highly motivated and experienced Customer Relationship Manager to join our team. The ideal candidate will be responsible for building and maintaining strong relationships with our customers to ensure satisfaction, loyalty, and retention. The Customer Relationship Manager will play a crucial role in understanding customer needs, addressing concerns, and collaborating with internal teams to enhance the overall customer experience.

Key Responsibilities:

Customer Engagement:

- Develop and maintain strong relationships with key customers.

- Regularly communicate with customers to understand their needs and expectations.

- Ensure prompt and effective resolution of customer issues and inquiries.

- Conduct customer satisfaction surveys and gather feedback for continuous improvement.

Account Management:

- Act as the main point of contact for assigned customer accounts.

- Monitor account health and proactively identify opportunities to upsell or cross-sell products/services.

- Collaborate with sales teams to identify and pursue new business opportunities within existing accounts.

Customer Onboarding and Training:

- Facilitate the onboarding process for new customers, ensuring a smooth transition.

- Provide training and support to customers on product features and usage.

- Troubleshoot and resolve any issues related to onboarding and training.

Collaboration with Internal Teams:

- Work closely with sales, marketing, and product development teams to align strategies and ensure a cohesive customer experience.

- Provide insights from customer interactions to inform product development and marketing strategies.

Retention and Growth:

- Develop and implement retention strategies to minimize customer churn.

- Identify opportunities for account growth and expansion.

- Monitor customer usage and proactively address any potential issues.

Qualifications and Skills:

- Bachelor's degree in business, marketing, or a related field.

- Proven experience in customer relationship management or a similar role.

- Strong interpersonal and communication skills.

- Ability to understand customer needs and tailor solutions accordingly.

- Excellent problem-solving and conflict resolution skills.

- Familiarity with CRM software and tools.

- Results-oriented with a focus on customer satisfaction and retention.

- Proactive and self-motivated with the ability to work independently.