Icewarp - Deputy General Manager/Senior Manager - Customer Relationship Management (10-12 yrs)

Position: DGM / Sr. Manager - CRM

Experience: 10 + Years

Location: Andheri (East) Mumbai

Job Summary:

- The 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:

Customer 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.

- Create targeted campaigns and initiatives to engage customers, drive usage, and promote loyalty.

- Actively engage with clients to gather feedback and address concerns promptly.

Customer Journey Mapping & Revenue Maximization:

- Map out the end-to-end customer journey to identify touchpoints and opportunities for improvement.

- Identify opportunities for up-selling and cross-selling aligned with the client's 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 organization's objectives.

- Monitor client metrics and KPI's, including satisfaction scores, retention rates, and revenue.

- Creating custom centric programs for client servicing and retentions.

- Anticipate client needs and proactively suggest solutions to address challenges.

- Collaborate with cross-functional teams to ensure alignment of CRM initiatives with product development, marketing, sales, and support efforts.

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.

Customer Support and Service Excellence:

- Oversee the customer support function to ensure prompt and effective resolution of customer inquiries, issues, and concerns.

- Implement service level agreements (SLAs) and performance metrics to monitor and improve the quality of customer support.

- Develop training programs and resources to empower support teams to deliver exceptional service.

Data Analytics, Reporting & Documentation:

- Maintain accurate records of client interactions, contracts, and other relevant details in CRM tools.

- Translate data-driven insights into actionable strategies for enhancing the customer experience.

- Prepare and present reports on key performance indicators (KPIs) related to customer satisfaction, revenue forecasts, retention, and loyalty programs to senior leadership.

Qualifications & Skills:

- Bachelor's degree in Business Administration, Marketing, or a related field (Master's degree preferred).

- Proven experience in customer experience management, preferably in the SAAS or technology industry.

- Strong leadership skills with the ability to inspire and motivate cross-functional teams.

- 10+ years of experience in customer relationship management, account management, or a similar role, with at least 4 years in a senior and team handling position is must.

- Client facing and having experience in devising strategies for Key Accounts, Large Accounts, Government Accounts.

- Excellent communication, negotiation, and interpersonal skills.

- Strategic thinker with a customer-centric mindset and a passion for driving results.

- Strong analytical and problem-solving abilities.

- Proficiency in data analysis and experience with CRM tools (e.g,, Salesforce, HubSpot) and MS Office.

- Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.

- Leadership and mentoring capabilities.

- Traveling across in India for large Account meetings.

Experience: 10-12 Years