Website:
icewarp.co.in
Job details:
Company Description IceWarp is a global provider of integrated virtual office and collaboration solutions designed to streamline business processes and team communication. The platform offers real-time collaboration tools, simple file sharing, and consolidation of multiple office functions into a single interface, serving as a robust alternative to MS 365 and Google Workspace. With more than 50 million paid users and 50,000 customers across over 50 countries, IceWarp is recognized for its ease of use, security, and efficiency. Established in 2001, the company develops its solutions entirely in-house and continuously enhances its products to meet evolving business needs.
Designation: Manager – Customer Relationship Management
Job Summary
The Manager – CRM will manage relationships with existing enterprise customers to ensure timely customer engagement, renewals, issue resolution and account growth. The role will work closely with Sales, Presales, Support, Projects, and Finance to deliver a consistent customer experience and improve customer retention.
Key Responsibilities:
Customer Relationship & Engagement
- Build and maintain strong relationships with enterprise customers, including CIOs, CTOs, IT Heads, procurement teams, and other stakeholders.
- Conduct regular face-to-face customer meetings to understand business needs, product usage, satisfaction, and future requirements.
- Maintain account engagement plans and ensure timely follow-through on customer commitments.
Business Reviews & Customer Satisfaction
- Plan and conduct MBRs and QBRs to review product adoption, service performance, open concerns, and upcoming requirements.
- Prepare review presentations with relevant account insights, progress updates, and agreed action plans.
- Track action items from business reviews and coordinate with internal teams to ensure closure.
- Own CSAT tracking for assigned accounts, gather feedback, and drive actions to improve customer satisfaction.
- Identify early signs of dissatisfaction or churn risk and take proactive steps to retain customers.
Account Growth & Opportunity Identification
- Identify opportunities for licence expansion, product upgrades, cross-selling, and upselling based on customer needs.
- Work closely with Sales and Presales to validate requirements, arrange demonstrations, and develop relevant proposals.
- Coordinate with the relevant teams to support timely renewals and continued customer engagement.
Escalation Management
- Act as the single point of contact for customer escalations, ensuring clear ownership and regular updates.
- Coordinate with Support, Projects, Presales, Sales and Finance to resolve technical, service, implementation, or billing concerns.
- Track escalations through closure and confirm resolution with the customer.
- Highlight recurring issues and recommend corrective actions to improve the customer experience.
CRM & Reporting
- Maintain accurate records of customer meetings, account requirements, feedback, escalations, and growth opportunities in the CRM system.
- Share regular reports on account health, CSAT, MBR/QBR completion, open action items, and expansion opportunities.
- Maintain visibility of key stakeholders, renewal timelines, and account risks.
Required Experience & Qualifications
- Bachelor’s degree in Business Administration, Marketing, IT or a related field.
- 6+ years of experience in enterprise customer relationship management, account management, or customer success within enterprise software or technology solutions.
- Demonstrated experience conducting face-to-face enterprise customer meetings, MBRs, and QBRs.
- Proven ability to manage customer escalations, improve customer satisfaction, and identify account expansion opportunities.
- Experience in enterprise email, email security, collaboration, or SaaS solutions will be preferred.
- Strong communication, presentation, stakeholder management, and problem-solving skills.
- Ability to understand technical solutions and articulate their business value.
- Proficiency in CRM tools, Excel, and PowerPoint.
- Willingness to travel regularly for customer meetings.
Qualifications
- Strong analytical skills to interpret CRM data, track performance metrics, and support data-driven decisions.
- Effective communication skills to collaborate with sales, marketing, and operations teams and present insights clearly.
- Sales and market segmentation skills to design targeted campaigns, optimize funnels, and support revenue growth.
- Project management skills to plan, execute, and monitor CRM initiatives, system enhancements, and integrations.
- Experience with CRM platforms and related tools (e.g., Salesforce, HubSpot, or similar solutions).
- Background in SaaS, enterprise software, or technology solutions is highly desirable.
- Bachelor’s degree in Business, Marketing, Information Systems, or a related field; an advanced degree is an advantage.
- Ability to work independently, prioritize tasks, and maintain high attention to detail in a fast-paced environment.
Location: Andheri East, Mumbai
Candidate Preference: Candidates currently based in Mumbai will be preferred.
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