Client Relationship Manager- Gurgaon

Role & responsibilities

A. Client Relationship Management

• 1. Develop and maintain professional, long-term relationships with existing clients.
• 2. Act as the primary point of contact for client communication, queries, concerns, and feedback.
• 3. Conduct regular follow-ups to understand client expectations and satisfaction levels.
• 4. Maintain professional communication and ensure timely responses to client requests.
• 5. Identify repeat-business opportunities and communicate potential requirements to the Business Development
• team.

B. Project Coordination & Client Servicing

• 1. Coordinate with Project Managers, Design, Procurement, Execution, and Accounts teams to address client
• requirements.
• 2. Monitor commitments made to clients regarding deliverables, timelines, quality, and documentation.
• 3. Communicate project progress and relevant updates in coordination with the Project Manager.
• 4. Track client-related pending actions and follow up with the respective departments.
• 5. Support project completion, handover documentation, and client sign-offs.

C. Complaint & Escalation Management

• 1. Receive, register, and track client complaints and service requests.
• 2. Coordinate with responsible departments for timely resolution.
• 3. Escalate unresolved or critical issues to the concerned Department Head or Management.
• 4. Maintain a complaint tracker with owners, target resolution dates, and closure status.
• 5. Obtain client confirmation before marking complaints as closed.

D. Client Feedback & Satisfaction

• 1. Collect periodic feedback during and after project execution.
• 2. Maintain structured client satisfaction records.
• 3. Identify recurring issues and recommend corrective and preventive actions.
• 4. Coordinate post-completion support and warranty-related service requests.
• 5. Prepare client satisfaction and service performance reports.

E. Billing & Payment Follow-up

• 1. Coordinate with Accounts and Project teams to track invoice submissions, certification, and payment status.
• 2. Follow up with clients on pending payment documentation, approvals, and overdue payments.
• 3. Highlight payment disputes or collection delays to Accounts and Management.
• 4. Maintain an updated client-wise outstanding payment follow-up tracker.
• 5. Support timely collection without independently modifying agreed commercial terms.

F. Documentation & Reporting

• 1. Maintain current client contacts, communication records, and project information.
• 2. Record key client meetings, commitments, complaints, and follow-up actions.
• 3. Prepare weekly and monthly CRM performance reports.
• 4. Maintain client-wise pending action lists and escalation registers.
• 5. Document important commitments and approvals through official communication channels.

Key Skills & Competencies

• 1. Strong verbal and written communication skills.
• 2. Professional, polite, and client-oriented approach.
• 3. Excellent follow-up and coordination abilities.
• 4. Problem-solving and conflict-resolution skills.
• 5. Ability to understand client requirements and business priorities.
• 6. Proactive approach with strong ownership and accountability.
• 7. Knowledge of company services, project execution processes, and commercial documentation.
• 8. Working knowledge of MS Excel, Outlook, CRM software, and reporting tools.
• 9. Ability to manage multiple clients and priorities simultaneously.
• 10. Strong interpersonal and relationship-building skills.

Reporting & Coordination

• Reporting To: Business Head / Operations Head / Management, as assigned.
• Internal Coordination With: Business Development / Sales; Project Management; Design & Engineering;
• Procurement; Site Execution; Quality & Safety; Accounts & Finance; Senior Management.

If interested, please share your updated resume to mandakini@nikosconsulting.com.

Best Regards

Mandakini