JobRaiser
Website:
jobraiser.com
Job details:
JobRaiser is hiring a Customer Relationship Manager (CRM) for one of our leading HR Tech & SaaS clients.
Job Summary:
We are seeking a proactive and customer-focused Customer Relationship Manager (CRM) to manage and strengthen relationships with enterprise customers of software products and services. The ideal candidate will act as the primary point of contact for customers, ensuring high customer satisfaction, timely issue resolution, successful project coordination, contract renewals, and overall customer success.
The CRM will work closely with technical, support, implementation, finance, and management teams to ensure smooth service delivery, SLA adherence, release coordination, and long-term customer retention.
Key Roles & Responsibilities:
🔹 Customer Relationship & Engagement
• Build strong long-term customer relationships through regular engagement and communication
• Understand customer business processes, challenges, and software usage patterns
• Establish trust and maintain a professional customer experience
• Act as the single point of contact for customer coordination and escalations
🔹 Customer Support & SLA Management
• Track customer support tickets through Helpdesk systems
• Monitor ticket closure timelines and SLA adherence
• Coordinate with support and technical teams for timely issue resolution
• Escalate critical customer issues internally and ensure closure
🔹 Customer Satisfaction & Feedback
• Conduct customer feedback and satisfaction follow-ups
• Ensure customers effectively utilize software solutions
• Identify improvement opportunities based on customer feedback
• Maintain customer health and engagement reports
🔹 Requirement Gathering & Proposal Coordination
• Understand customer enhancement requests and business requirements
• Coordinate with technical teams for feasibility and effort estimations
• Prepare proposals, quotations, and commercial documents
• Follow up for approvals and implementation schedules
🔹 Project Coordination & Delivery Follow-up
• Monitor implementation progress and project status
• Coordinate between customers and internal delivery teams
• Ensure project milestones and commitments are completed on time
• Track pending tasks, risks, and customer dependencies
🔹 Release Coordination & Communication
• Coordinate production release activities and deployment communication
• Prepare and share release notes for feature updates, enhancements, and bug fixes
• Coordinate UAT activities and deployment schedules
• Maintain release trackers and communication records
🔹 AMC / SaaS Renewal & Billing Coordination
• Track contract renewals and renewal timelines
• Coordinate invoice requests and payment follow-ups
• Work with finance/accounts teams for billing and collection coordination
• Maintain renewal and billing records accurately
🔹 Revenue Growth & Business Support
• Identify opportunities for additional business, software enhancements, and SaaS upgrades
• Support upselling and cross-selling initiatives
• Promote value-added solutions that improve customer productivity
Preferred Experience:
✔ 3–8 years in CRM / Customer Success / Account Management / Software Support / Project Coordination
✔ Experience in SaaS / HR Tech / Software / IT Services industry preferred
✔ Strong communication, coordination, documentation, and follow-up skills
✔ Experience handling enterprise customers preferred
Preferred Skills:
• Customer Relationship Management
• Helpdesk & SLA Tracking
• Project Coordination
• Requirement Gathering & Documentation
• Proposal Preparation
• Renewal & Billing Coordination
• CRM / Ticketing / Project Tracking Tools
📍 Location: Bangalore
- 💼 Employment Type: Full-Time
Click on Apply to know more.