Description : Role Overview
We are seeking a seasoned Customer Relationship Management Specialist to drive customer engagement, retention, and satisfaction through a structured and insight-driven approach. The role involves managing the complete post-sales customer journey - from onboarding to possession - while ensuring premium service delivery, strong client relationships, and process excellence.
This position calls for a professional who exemplifies poise, precision, and proactive ownership in managing high-value clients and complex stakeholder interactions.
Key Relationship Management :
- Serve as a trusted advisor and single point of contact for clients throughout their lifecycle.
- Strengthen long-term relationships by ensuring transparency, timely communication, and service excellence.
- Enhance customer engagement through structured touchpoints, proactive updates, and personalized experience management.
Customer Lifecycle Ownership :
Oversee onboarding, documentation, agreement registration, and related processes with meticulous attention to accuracy and compliance.Drive seamless coordination with internal departments including Legal, Finance, and Operations to deliver timely outcomes.Lead key milestones such as allotments, registrations, and possession handovers with professionalism and precision.Service Delivery & Experience Optimization :
Ensure every customer interaction reinforces brand trust and service excellence.Anticipate client needs, address escalations with agility, and maintain consistent satisfaction levels.Analyze customer insights and feedback to identify opportunities for service improvement and process refinement.Operational Governance :
Monitor and optimize CRM workflows to enhance efficiency and customer visibility.Collaborate cross-functionally to align operational delivery with organizational commitments.Prepare executive summaries and reports on customer engagement metrics and satisfaction indices.Professional Competencies :
Exceptional communication and interpersonal skills with executive presence.Strong analytical mindset with the ability to interpret client insights and business impact.Demonstrated ability to manage complex client portfolios and high-touch relationships.Proficiency in CRM platforms (Salesforce, Zoho, HubSpot, etc.) and MS Office Suite.High emotional intelligence, discretion, and professionalism in client interactions.Qualifications & Experience :
Bachelors degree in Business Administration, Commerce, or related discipline (MBA preferred).5+ years of experience in Customer Relationship Management, Client Servicing, or Customer Success within a premium service industry (Real Estate, BFSI, or Enterprise Services preferred).Proven expertise in managing end-to-end customer relationships, documentation governance, and cross-functional coordination.(ref : iimjobs.com)
