Customer Relationship ManagerRole Purpose
The purpose of the Customer Relationship Manager is to build and maintain strong client relationships, ensuring customer needs are met, satisfaction levels remain high, and any challenges are resolved effectively. The role is responsible for fostering long-term partnerships, driving business growth, and acting as the primary liaison between clients and internal teams.
Key Responsibilities1. Client Relationship Management
Build, maintain, and retain long-term relationships with existing customers.
Develop positive, professional relationships with clients.
Serve as the primary point of contact for clients and manage their individual needs.
Generate new business opportunities through existing and prospective customer networks.
Grow the customer base by meeting with potential clients and educating them on the company's products and services.
Respond to customer enquiries, sales requests, and cancellation requests within specified timeframes.
Follow up with clients after issues have been resolved to ensure satisfaction and maintain positive relationships.
Conduct proactive customer "goodwill" calls to strengthen client engagement.
2. Project & Account Management
Liaise with the Technical team regarding client issues and resolutions.
Coordinate and arrange client site inspections.
Organise demonstration equipment for client testing and evaluations.
Prepare proposals to address client requirements and resolve issues relating to Client's solutions.
Meet with clients to discuss concerns and recommend appropriate solutions.
Work closely with the Solutions Architect to identify suitable retention strategies for clients considering cancellation.
Ensure commitments made by the Technical and Sales teams are delivered as agreed.
Review support tickets to identify recurring issues and proactively escalate concerns before they impact the client relationship.
Obtain quotations for onsite support services that fall outside existing SLA agreements.
Recommend new or revised Service Level Agreements (SLAs) for clients with frequent support requirements.
3. Channel Partner Management
Build and maintain strong relationships with channel partners.
Meet with channel partners to establish and review rules of engagement.
Collaborate with channel partners on current and upcoming projects.
Conduct regular planning meetings to discuss forecasts and future business opportunities.
Key Objectives
Maintain high levels of customer satisfaction and retention.
Strengthen long-term client relationships.
Drive new business through existing and prospective client networks.
Ensure effective communication and coordination between clients and internal teams.
Proactively identify and resolve client issues before they escalate.
Support business growth through effective account and channel partner management.
