Customer Relationship Manager

The Customer Relationship Manager (CRM) is responsible for managing client relationships, ensuring service delivery excellence, driving customer satisfaction, and identifying account growth opportunities. This role focuses on retention, engagement, solution alignment, and long-term partnership development across assigned accounts.
Key Responsibilities

Client Relationship Management

• Act as the primary point of contact for assigned customers after deal closure.

• Build and maintain strong, long-term client relationships with key stakeholders.

• Conduct regular account reviews, service check-ins, and business updates.

• Understand client business objectives and align SI solutions accordingly.

Service Delivery & Coordination

• Coordinate with engineering, service delivery, presales, and operations teams to ensure SLA compliance.

• Monitor project execution, support issues, renewals, and escalations.

• Proactively manage risks related to delivery, resourcing, and customer satisfaction.

• Ensure smooth onboarding of new customers and services.

Account Growth & Retention

• Identify upsell and cross-sell opportunities within existing accounts.

• Work closely with Sales and Presales on expansion proposals and renewals.

• Track customer health, renewals, contracts, and subscription lifecycle.

• Reduce churn and strengthen account stickiness.

Commercial & Contract Management

• Manage renewals for support contracts, managed services, and subscriptions.

• Support pricing discussions, contract scope changes, and service extensions.

• Ensure proper documentation of account activities, risks, and opportunities.

Reporting & Governance

• Maintain accurate CRM records, customer engagement logs, and forecasts.

• Prepare account performance reports and management updates.

• Provide market and customer feedback to leadership and solution teams.