Client Relationship Manager

Client Relationship Manager

Job Purpose:

The Client Relationship Manager will be responsible for nurturing long-term client relationships, ensuring consistent service excellence, managing client accounts and projects, and driving retention and satisfaction. This role requires a proactive communicator and strategic thinker who can understand client needs, coordinate internal resources, and deliver tailored solutions to support client success.

Key Responsibilities:

Client Relationship Management:

• Act as the primary point of contact for assigned clients, building strong and trusted relationships.
• Understand client objectives and provide strategic guidance to align service delivery with their business goals.
• Conduct regular check-ins and business reviews to ensure alignment and satisfaction.

Account Management:

• Oversee client portfolios, ensuring accurate documentation, billing, contract renewals, and service agreements.
• Identify upselling and cross-selling opportunities to drive account growth.
• Maintain a deep understanding of client industries, products, and challenges.

Project Management:

• Coordinate client-specific projects from initiation to delivery, ensuring timely execution and stakeholder alignment.
• Manage project timelines, deliverables, and resources by liaising with internal departments (e.g. marketing, product, development).
• Track project progress and report updates to clients and internal stakeholders.

Client Retention:

• Monitor client satisfaction levels and proactively resolve any issues or complaints.
• Analyze churn risks and implement retention strategies tailored to client needs.
• Ensure a high standard of customer service and responsiveness at all touchpoints.

Requirements:

Education & Experience:

• Degree/Diploma in Business Management, Marketing, Communications, or related field.
• Minimum 7 years experience in client relationship/account management or project management roles.

Skills & Competencies:

• Strong interpersonal and communication skills (verbal & written).
• Excellent organizational and project management abilities.
• Strategic thinker with strong problem-solving capabilities.
• Client-focused with a consultative approach.
• Proficient in CRM and project management tools
• Ability to multitask and thrive in a fast-paced environment.

Desirable:

• Experience in technology
• Background in handling high-value or enterprise-level clients.
• Knowledge of KPI tracking, customer journey mapping, and client lifecycle management.