Client Relationship Manager IMPACT HR AND KM SOLUTIONS

About IMPACT HR AND KM SOLUTIONS

Job Description

The Client Relationship Manager (CRM) will be responsible for managing and cultivating strong, lasting relationships with our existing clients. This pivotal role involves understanding client needs, ensuring satisfaction with our [products/services], identifying opportunities for upselling and cross-selling, and acting as a primary point of contact for all client-related matters. The ideal candidate will possess exceptional interpersonal and communication skills, a strategic mindset, and a proven ability to foster loyalty and drive client retention and growth.

Responsibilities

• Relationship Management:

  • Serve as the primary point of contact and trusted advisor for a portfolio of assigned clients.

  • Build and maintain strong, long-term relationships through regular communication, meetings, and check-ins (both in-person and virtual).

  • Understand client business objectives, challenges, and evolving needs to proactively offer relevant solutions.

  • Conduct regular business reviews to assess client satisfaction and identify areas for improvement or growth.

• Client Retention & Growth:

  • Work proactively to ensure high levels of client satisfaction and minimize churn.

  • Identify and pursue opportunities for upselling existing clients on additional products/services and cross-selling other offerings from our portfolio.

  • Negotiate and manage contract renewals and expansions.

  • Act as an internal advocate for the client, collaborating with various departments (e.g., operations, support, product, technical teams) to ensure client needs are met and issues are resolved promptly.

• Problem Resolution:

  • Address client concerns, complaints, and escalations efficiently and empathetically, striving for quick and effective resolutions.

  • Coordinate with technical support or service delivery teams to ensure timely and satisfactory resolution of client issues.

• Market Intelligence & Feedback:

  • Gather client feedback on products/services, market trends, and competitive activities.

  • Provide valuable insights to internal teams (product development, marketing, sales) to inform strategy and product enhancements.

• Reporting & Documentation:

  • Maintain accurate and up-to-date client information, communication logs, and opportunity pipelines in the CRM system (e.g., Salesforce, Zoho CRM).

  • Prepare regular reports on client health, engagement, retention rates, and revenue growth.