Customer Relationship Manager

Kochar Infotech; Amritsar; On-site; INR 600,000 - 800,000; Full time

Job summary

Kochar Infotech in Amritsar seeks a Customer Relationship Manager to own post-sale relationships for BFSI clients, ensuring SLAs and driving account growth.

Lead account ownership, monitor health metrics to reduce churn, coordinate with product/ops/logistics for issue resolution, and drive renewals and advocacy.

Requirements: 5+ years in customer success or account management, a Bachelor’s degree, strong communication, and PAN-India travel (7–10 days/month).

Qualifications

• 3+ years in customer success, account management, or client-facing roles; total 5+ years.
• Bachelor’s degree in business, communications, or related field.
• Exceptional verbal and written communication; active listening.
• Strong analytical skills to interpret usage data and propose solutions.
• Willingness to travel PAN India (about 7–10 days per month).

Responsibilities

• Own account ownership and be the primary contact for assigned accounts.
• Monitor account health metrics to reduce churn and identify upsell opportunities.
• Coordinate with internal teams (product, operations, logistics) for issue resolution.
• Own escalation management for critical incidents.
• Represent customer feedback internally to shape product and company strategy.
• Lead the team to drive efficiency, retention, and development.

Skills

Customer success

Account management

Client-facing

Stakeholder management

Communication

Education

Bachelor’s degree in business/related field

Job description

Job Description: Customer Relationship Manager

• Location: Amritsar
• Compensation: 6-8 lpa
• Designation: DM/ Manager
• Reporting to: Head of Business
• Experience: 5+ years

The Customer Relationship Manager owns the post-sale relationship for a portfolio of Indias leading BFSI clients (banks, NBFCs, insurers). The CRM is the single point of accountability for service delivery, contract health, and account growth, working closely with internal teams to ensure SLAs are met and the relationship expands over time.

Key Responsibilities

• Account ownership: serving as the primary point of contact for assigned accounts, building strong and long-lasting partnerships by conducting regular check-ins, resolving customer issues, and conducting regular business reviews.
• Retention & Growth: Monitor account health metrics to reduce churn, identify upsell/cross-sell opportunities, and manage renewals.
• Issue Resolution: Coordinate with internal teams (product, operations, logistics, etc.) for quick resolution of customer complaints and closing the loop.
• Own escalation management for critical incidents.
• Customer Advocacy: Represent customer feedback internally to help shape product enhancements and company strategy.
• Team Leadership: Leading the team to drive efficiency, customer retention, and team development.
• Market Research – keeping up to date with market trends, competition shaping customer needs.

Requirements & Qualifications

• 3+ years of experience in customer success, account management, or a client-facing role, and total 5+ years of work experience.
• Education: Bachelor’s degree in business, communications, or a related field.
• Communication: Exceptional verbal, written, and active listening skills.
• Problem-Solving: Strong analytical capabilities to interpret customer usage data and offer strategic solutions.
• Soft Skills: Excellent communication, stakeholder management, and project coordination abilities.
• PAN India travel when needed (approx. 7-10 days a month)

Competencies Required:

• Strong Stakeholder management
• Cross-Functional Orchestration
• Commercial acumen: comfortable owning renewal targets and upsell numbers
• Structured problem-solving under pressure.