Client Relationship Manager

Position Title: Client Relationship Manager

Reports To: Director of Client Management

Shift: Flexible

Work Location: On-site in Bangalore, India

Position Summary:

The Client Relationship Manager will build and maintain strong, long-term relationships with our clients in the online proctoring industry. The Client Relationship Manager will act as the main point of contact for key accounts, ensuring client satisfaction, retention, and growth. his role involves proactive communication, problem-solving, and coordination with internal teams to deliver exceptional service. The ideal candidate will have experience working with UK and US based clients, a proven track record in account management, preferably in the technology or education sectors, and will demonstrate strong interpersonal skills and a client-first mentality.

Essential Duties and Responsibilities:

The essential duties of the position include the following, and other duties may be assigned:

Client Relationship Management:

• Serve as the primary point of contact for assigned clients, ensuring their needs are met and expectations exceeded.
• Build and maintain strong, long-term relationships with clients, promoting customer loyalty and retention.
• Conduct regular check-ins with clients to assess satisfaction, resolve issues, and provide updates on products and services.

Account Growth and Upselling:

• Identify opportunities to grow accounts by offering additional services, products, or solutions to meet client needs.
• Proactively suggest upsell opportunities and work with the sales team to close deals that align with the clients objectives.

Client Onboarding and Support:

• Oversee the onboarding of new clients, ensuring a smooth transition and setting expectations for the relationship.
• Provide training and support to clients on the use of the companys products, addressing any technical or usage concerns.

Issue Resolution and Problem-Solving:

• Act as the client's advocate, addressing concerns or issues quickly and efficiently, coordinating with internal departments (e.g., technical support, product development) as needed.
• Troubleshoot client challenges and work with internal teams to develop solutions that align with both the clients needs and company goals.

Performance Tracking and Reporting:

• Monitor account performance, including service delivery and client usage data, to identify trends, potential issues, and growth opportunities.
• Provide regular reports and updates to clients on performance metrics, ensuring transparency and proactive communication.

Collaboration with Internal Teams:

• Work closely with sales, product, and customer success teams to ensure the delivery of seamless client experiences.
• Communicate client feedback and insights to product development and technical teams to drive improvements in offerings.

Contract Renewals:

• Manage contract renewals by ensuring timely and transparent communication with clients, addressing any potential concerns ahead of renewal discussions.
• Negotiate contract terms as needed, working with sales and legal teams to finalize agreements.

Supervisory Responsibilities:

Yes

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

Bachelors degree in Business Administration, Marketing, Communications, or a related field is required. A masters degree or MBA is a plus. Minimum of 5 years of experience in account management, client services, or customer success, preferably within technology, SaaS, or education sectors. Proven ability to build and maintain strong client relationships, with a track record of meeting or exceeding retention and upsell targets. Experience in the online proctoring, e-learning, or education technology industries is highly preferred. Strong interpersonal and communication skills, with the ability to build rapport and trust with clients quickly. Client-first mentality, with a demonstrated ability to provide exceptional customer service. Skilled in contract negotiation, upselling, and managing client expectations. Ability to identify issues early, troubleshoot problems effectively, and offer creative solutions that satisfy both client and company needs. Comfortable working with performance data to provide insights, reports, and proactive solutions to clients. Experience working with UK and US-based clients.

Language Ability:

Ability to read, analyze, and interpret business contracts, proposals, and client performance reports. Strong written and verbal communication skills, with the ability to communicate complex ideas clearly and professionally to clients and internal stakeholders. Proficient in drafting emails, reports, and presentations to maintain regular and effective communication with clients.

Math Ability:

Proficient in basic and advanced math, including calculating pricing, account metrics, service usage, and ROI for clients. Ability to analyze financial data, forecast client growth, and track performance against key metrics. Strong proficiency in preparing budgets, quotes, and cost analyses for clients and internal teams.

Reasoning Ability:

Strong critical thinking and problem-solving abilities, with the capacity to make sound decisions under pressure. Ability to assess client needs and develop tailored solutions that align with both client goals and company objectives. Able to handle multiple clients and prioritize effectively in a fast-paced environment.

Computer Skills:

Proficient in using CRM software (e.g., HubSpot, Salesforce) to manage client data, track communication, and analyze account performance. Experience with project management tools (e.g., Jira) and customer success platforms is preferred. Strong proficiency in Microsoft Office Suite (Excel, PowerPoint, Word) for creating reports, presentations, and client performance dashboards. Familiarity with online collaboration tools like Zoom, Microsoft Teams, and other communication platforms for remote client interactions.

Certificates and Licenses:

Certified Client Management Professional (CCMP) or a similar client relationship management certification is preferred. CRM Certification (e.g., HubSpot Sales Software Certification or Salesforce Administrator Certification) is highly desirable. Project Management Certification (e.g., PMP, CAPM) or relevant project management credentials are a plus, especially for managing multiple client accounts. Leadership or Coaching Certifications related to customer success or account management would be advantageous.

Travel:

This position requires 25% travel time.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job in an office environment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. A typical, climate-controlled office environment exists. The worker is not substantially exposed to adverse environmental conditions.

Position Description Acknowledgement:

I have carefully reviewed the details outlined in this job description and am fully aware of my job duties and responsibilities. By signing this document, I am acknowledging that I am able to carry out the essential functions of the job as specified. I acknowledge that the nature of my role may evolve, either temporarily or regularly, to accommodate the changing needs of my department or location, even if these adjustments are not explicitly stated in the job description. Should I encounter any job duties that are not explicitly outlined in this description, I understand that it is my responsibility to address them with my immediate supervisor. If necessary, I will seek additional clarification from the department head or Human Resources to ensure a clear understanding of expectations. Furthermore, I recognize that my performance evaluations and any adjustments or increases to my salary will be contingent upon my ability to fulfill the duties and responsibilities outlined in this position description to the satisfaction of my immediate supervisor.