Client Relationship Management - It Services & Bfsi
- Cognizant
- 13 - 19 years
- Mumbai
- 9 months ago
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Job Description
**Job Title**: Customer Relations Manager
**Location**: [Mumbai]
**Industry**: IT Services / BFSI (Banking, Financial Services, and Insurance)
**Company Overview**:
We are a leading IT services company that provides transformative solutions to the BFSI sector. With a strong focus on innovation, we empower financial institutions to achieve operational excellence and deliver unparalleled customer experiences. We are seeking an experienced and dynamic Senior Customer Relations Manager to join our team and build lasting relationships with our BFSI clients.
**Job Summary**:
The Senior Customer Relations Manager will play a critical role in strengthening and managing customer relationships within the BFSI vertical. The role involves overseeing customer success initiatives, fostering long-term partnerships, and ensuring clients receive the highest level of service. The ideal candidate will have deep knowledge of the BFSI sector, exceptional communication skills, and the ability to manage complex customer interactions and projects.
**Key Responsibilities**:
1. **Customer Relationship Management**:
- Develop and maintain strong relationships with key stakeholders in client organizations, ensuring high levels of satisfaction and trust.
- Act as the primary point of contact for all client-related inquiries, concerns, and feedback.
- Regularly engage with clients to understand their business needs and challenges, offering proactive solutions.
2. **Strategic Account Management**:
- Own the customer lifecycle, from onboarding to renewals, ensuring seamless communication and collaboration across all touchpoints.
- Collaborate with sales, marketing, and delivery teams to deliver tailored IT solutions and services that meet client objectives.
- Identify opportunities for upselling and cross-selling additional services to existing clients.
3. **Client Retention & Satisfaction**:
- Monitor and measure customer satisfaction through surveys, feedback, and data analysis, taking corrective actions where necessary.
- Lead client review meetings, ensuring clients needs are understood and met in a timely manner.
- Identify potential risks in relationships and proactively address issues to avoid churn.
4. **Project Management**:
- Oversee the delivery of IT services and solutions to clients, ensuring projects are completed on time, within budget, and to the highest quality standards.
- Work closely with project managers and technical teams to ensure client requirements are met and exceed expectations.
5. **Cross-functional Collaboration**:
- Collaborate with internal teams (technical, sales, product, support) to ensure a cohesive customer experience and alignment of goals.
- Ensure all customer-facing teams are well-informed of key account information and client expectations.
6. **Reporting & Analytics**:
- Provide regular reports to senior management on customer satisfaction, retention metrics, and the status of ongoing projects.
- Use data and insights to drive continuous improvements in customer relations strategies and service delivery.
**Qualifications**:
- Bachelor's or Masters degree in Business, IT, or related field.
- Experience in customer relations, account management, or client success in the BFSI or IT services sector.
- Proven experience working with key stakeholders in financial institutions (banking, insurance, etc.).
- Strong understanding of the BFSI sector, its regulatory landscape, and its unique challenges.
- Excellent communication, negotiation, and interpersonal skills.
- Ability to manage complex customer relationships, resolve conflicts, and drive customer satisfaction.
- Strong project management skills with a focus on client outcomes.
- Proficiency in CRM tools and data analytics platforms.
**Desired Skills**:
- Experience working with IT solutions in the BFSI sector (core banking systems, insurance platforms, etc.).
- Familiarity with Agile methodologies and client-driven project delivery models.
- Ability to analyze customer data to identify trends and opportunities for improvement.
**Key Attributes**:
- Client-focused with a passion for delivering exceptional customer experiences.
- Strong leadership skills with the ability to influence cross-functional teams.
- Proactive, solution-oriented, and able to anticipate customer needs.
- High emotional intelligence and excellent problem-solving abilities.
**What We Offer**:
- Competitive salary and performance-based incentives.
- A dynamic and collaborative work environment.
- Opportunities for career growth and development.
- Access to cutting-edge technology and training programs.
If you have a proven track record of managing customer relationships and delivering exceptional outcomes in the BFSI sector, we invite you to apply for the Senior Customer Relations Manager position at our innovative IT services company.
If interested, kindly share your CV to re************a@co******t.com
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer SuccessRole: Customer Success - OtherEmployement Type: Full timeContact Details:
Company: CognizantLocation(s): Mumbai
Keyskills: Client Success Customer Relationship Client Relationship Management crm Client Retention Account Management Client Engagement sales
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