Customer Support Manager- IT Software

• Immediate Joiner
• Exp- 10+ Years
• Job Summary

The General Manager / Senior Customer Relationship Manager is responsible for nurturing and strengthening relationships with key clients to drive customer satisfaction, loyalty, and retention. This role involves understanding client needs, providing strategic solutions, and ensuring an exceptional customer experience while identifying opportunities for account growth and cross-selling/up-selling.

• Key Responsibilities
• Client Relationship Management
• Serve as the primary point of contact for high-value clients, ensuring their needs are met and expectations exceeded.
• Build and maintain long-term relationships to foster trust and customer loyalty.
• Actively engage with clients to gather feedback and address concerns promptly.
• Account Growth & Revenue Maximization
• Identify opportunities for up-selling and cross-selling aligned with the clients goals and company offerings.
• Develop account strategies to drive business growth and ensure profitability.
• Collaborate with sales and marketing teams to create tailored proposals for clients.
• Strategic Planning & Execution
• Develop and implement customer relationship strategies that align with the organizations objectives.
• Monitor client metrics and KPIs, including satisfaction scores, retention rates, and revenue.
• Anticipate client needs and proactively suggest solutions to address challenges.
• Team Leadership & Collaboration
• Mentor and guide junior relationship managers or account executives.
• Collaborate cross-functionally with internal teams, including product, sales, and customer support, to deliver seamless client experiences.
• Act as a client advocate during organizational decision-making processes.
• Reporting & Documentation
• Maintain accurate records of client interactions, contracts, and other relevant details in CRM tools.
• Prepare and present reports on client activities, revenue forecasts, and satisfaction metrics to senior leadership.
• Qualifications & Skills
• Education: Bachelors degree in Business Administration, Marketing, or a related field (Masters degree preferred).
• Experience: 12+ years of experience in customer relationship management, account management, or a similar role, with at least 2 years in a senior position.
• Skills:
• Excellent communication, negotiation, and presentation skills.
• Strong analytical and problem-solving abilities.
• Proficiency in CRM tools (e.g., Salesforce, HubSpot) and MS Office Suite.
• Ability to manage multiple accounts while paying attention to detail.
• Leadership and mentoring capabilities.