Crm Executive

Nikos Consulting; Gurugram District; Sur place; INR 600 000 - 1 200 000; Plein temps

Résumé du poste

Nikos Consulting Pvt. Ltd. seeks a Client Relationship Manager to sustain strong client relationships, ensure satisfaction, and coordinate with internal teams from order through project completion and payment collection.

The role acts as the primary liaison, resolving concerns and supporting successful project outcomes. The CRM will monitor progress, communicate updates with Project Managers, and ensure timely responses to client requests while identifying opportunities for repeat business and

Qualifications

• Strong verbal and written communication skills.
• Proactive client relationship management abilities.
• Excellent follow-up and coordination skills.
• Ability to understand client requirements and business priorities.
• Ownership and accountability in delivery and servicing.

Responsabilités

• Maintain professional, long-term client relationships and be primary client contact.
• Coordinate with Project Managers, Design, Procurement, Execution, and Accounts to address client needs.
• Track deliverables, timelines, and documentation with respective departments.
• Gather and report client feedback and prepare satisfaction reports.
• Support billing and payment follow-ups and client sign-offs.

Connaissances

Verbal communication

Written communication

Client relationship management

Follow-up and coordination

Problem-solving

Ownership and accountability

Understanding client requirements

MS Excel

Outlook

CRM software

Outils

Reporting tools

Description du poste

Job Purpose

The Client Relationship Manager (CRM) is responsible for maintaining strong client relationships, ensuring customer
satisfaction, coordinating with internal departments, addressing client concerns, and supporting successful project
execution and closure.
The CRM acts as the primary coordination point between clients and internal teams from order confirmation through
project completion, payment collection, and post-completion support.

Key Roles & Responsibilities

A. Client Relationship Management

• 1. Develop and maintain professional, long-term relationships with existing clients.
• 2. Act as the primary point of contact for client communication, queries, concerns, and feedback.
• 3. Conduct regular follow-ups to understand client expectations and satisfaction levels.
• 4. Maintain professional communication and ensure timely responses to client requests.
• 5. Identify repeat-business opportunities and communicate potential requirements to the Business Development team.

B. Project Coordination & Client Servicing

• 1. Coordinate with Project Managers, Design, Procurement, Execution, and Accounts teams to address client requirements.
• 2. Monitor commitments made to clients regarding deliverables, timelines, quality, and documentation.
• 3. Communicate project progress and relevant updates in coordination with the Project Manager.
• 4. Track client-related pending actions and follow up with the respective departments.
• 5. Support project completion, handover documentation, and client sign-offs.

C. Complaint & Escalation Management

• 1. Receive, register, and track client complaints and service requests.
• 2. Coordinate with responsible departments for timely resolution.
• 3. Escalate unresolved or critical issues to the concerned Department Head or Management.
• 4. Maintain a complaint tracker with owners, target resolution dates, and closure status.
• 5. Obtain client confirmation before marking complaints as closed.

D. Client Feedback & Satisfaction

• 1. Collect periodic feedback during and after project execution.
• 2. Maintain structured client satisfaction records.
• 3. Identify recurring issues and recommend corrective and preventive actions.
• 4. Coordinate post-completion support and warranty-related service requests.
• 5. Prepare client satisfaction and service performance reports.

E. Billing & Payment Follow-up

• 1. Coordinate with Accounts and Project teams to track invoice submissions, certification, and payment status.
• 2. Follow up with clients on pending payment documentation, approvals, and overdue payments.
• 3. Highlight payment disputes or collection delays to Accounts and Management.
• 4. Maintain an updated client-wise outstanding payment follow-up tracker.
• 5. Support timely collection without independently modifying agreed commercial terms.

F. Documentation & Reporting

• 1. Maintain current client contacts, communication records, and project information.
• 2. Record key client meetings, commitments, complaints, and follow-up actions.
• 3. Prepare weekly and monthly CRM performance reports.
• 4. Maintain client-wise pending action lists and escalation registers.
• 5. Document important commitments and approvals through official communication channels.

Key Skills & Competencies

• 1. Strong verbal and written communication skills.
• 2. Professional, polite, and client-oriented approach.
• 3. Excellent follow-up and coordination abilities.
• 4. Problem-solving and conflict-resolution skills.
• 5. Ability to understand client requirements and business priorities.
• 6. Proactive approach with strong ownership and accountability.
• 7. Knowledge of company services, project execution processes, and commercial documentation.
• 8. Working knowledge of MS Excel, Outlook, CRM software, and reporting tools.
• 9. Ability to manage multiple clients and priorities simultaneously.
• 10. Strong interpersonal and relationship-building skills.

Reporting & Coordination

Reporting To: Business Head / Operations Head / Management, as assigned.

Internal Coordination With: Business Development / Sales; Project Management; Design & Engineering; Procurement; Site Execution; Quality & Safety; Accounts & Finance; Senior Management.