QuadLabs - Customer Relationship Manager

Job Description for Customer Relationship Manager:

- Interaction with Clients-domestic & International.

- Should be aware of the dynamic nature of the product.

- Providing assurance and reassurance when required, SPOC for all customers/clients were our technology is being implemented.

- Working with the customer to understand the issue they are facing with general business functioning.

- Mapping their requirement into their system and hand holding the customer in the implementation process.

Customer Satisfaction:

- Working closely with internal technical teams for new customer deployment, Trainers for training and hand holding and Help Desk.

- Incumbent will maintain all MIS and project charters of existing projects being handled.

- Weekly/Monthly reports on customer usage like number of bookings made by customers, on number of user license used by the customers, on number of subagents using the system and any new report as and when required.

Assist Product team in future requirements:

- Interact with various entities in the industry (GDS, Customer, Competitors, etc.) o understand the development in the industry.

- Understand market/customer requirement & the general need in various geographies.

- Create high level future requirement document and share with product team.

Desired Candidate Profile:

- Interaction with customers directly/ through Phone/Skype/emails.

- Should be aware of the dynamic nature of the software products.

- Handled client independently.

- Single point of contact between Company & Client.

- Worked with the customer to understand the issue they are facing with general business functioning.

- Worked closely with internal technical teams for new customer deployment, Trainers & Technical Support teams.

- Working knowledge on CRM.

- Revenue generation from existing customers/clients.

- Experience with relevant software applications.

- The candidate must be able to generate Weekly/Monthly reports on customer usage and can generate reports as and when required.

- Understand market/customer requirement & the general need in various geographies.

- Must have people management skills, or lead a team in the past.

Education and Experience.

- Required MBA from a reputed University.

- Min 7 years' experience in handling the key accounts of customers - domestic & international on regular basis.

- Experience of working with IT software or Travel Industry.(Travel exp is preferred).

- Travel related Degree or Diploma will be an added bonus.