Job Description of Customer Relationship Manager (CRM)

Job Summary:

We are looking for a proactive and people-focused Customer Relationship Manager to build, maintain, and enhance long-term relationships with our clients. The ideal candidate will act as the main point of contact for customers, ensuring satisfaction, handling concerns, and identifying opportunities for growth and retention. This role requires strong communication skills, a customer-first mindset, and the ability to translate customer needs into actionable strategies.

Key Responsibilities:

• Develop and maintain strong, long-term relationships with existing and prospective customers.
• Serve as the lead point of contact for customer account management and day-to-day queries.
• Identify customer needs and goals, offering tailored solutions to drive satisfaction and loyalty.
• Monitor customer feedback and work with cross-functional teams to resolve issues effectively.
• Use CRM tools to track communication, engagement, and customer activity.
• Conduct regular check-ins, satisfaction surveys, and feedback sessions with clients.
• Collaborate with sales and marketing teams to support customer acquisition and retention initiatives.
• Stay updated on product features, service offerings, and market trends to provide relevant information to clients.
• Analyze customer data to uncover patterns, risks, or upselling opportunities.
• Prepare reports on customer metrics, churn rates, and retention performance.

Requirements:

• Bachelor’s degree in Business, Marketing, or a related field.
• 2–4 years of experience in customer success, account management, or relationship management roles.
• Proficiency in CRM software (e.g., Salesforce, HubSpot, Zoho).
• Strong interpersonal, negotiation, and problem-solving skills.
• Ability to handle customer concerns with empathy, patience, and efficiency.
• Excellent communication skills, both written and verbal.

This role is ideal for someone who thrives on building trust, solving problems, and turning satisfied customers into brand advocates.