Job Description

COMPANY INTRODUCTION

StrategicERP IT solutions are developed to provide end-to-end

process automation and an information management system

with tremendous customization for the Real Estate and

Manufacturing Industry. We have a total employment of 250 and

we are dealing with 600 clients as of now. We have Head Office

In Mumbai and other branches include Delhi, Ahmedabad,

Bangalore, Pune and Hyderabad.

Company Website:

: Account Manager - StrategicERP

Position:

Account Manager

Department:

Customer Success / Client Relations

Location:

Mumbai (or as applicable)

Reports To:

Head of Customer Success / Director - Operations

Role Overview

The Account Manager at StrategicERP is responsible for maintaining strong, proactive, and timely communication with all customers. This role ensures that every query, ticket, request, or escalation from clients is acknowledged and addressed within

24 hours

, while coordinating with internal teams to deliver accurate updates and solutions. The Account Manager acts as the primary relationship owner for assigned customers and plays a key role in delivering a smooth customer experience.

Key ResponsibilitiesCustomer Communication & Relationship Management

Serve as the primary point of contact for all assigned customers and ensure

response within 24 hours

for every communication (email, WhatsApp, call, ticket, or escalation). Maintain a clear, polite, and professional communication channel between customers and internal departments. Ensure all client conversations are properly documented, updated, and tracked in StrategicERP CRM or ticketing system. Conduct regular follow-ups with customers to ensure timely resolution of pending items. Share weekly/fortnightly progress updates with customers on open tasks, project status, and delivery timelines.

Internal Coordination

Collaborate closely with development, support, implementation, and accounts teams to ensure timely responses and accurate information is shared with the customer. Ensure internal team members comply with the

24-hour communication rule

for all customer-facing updates. Escalate issues internally when service delays or technical challenges arise; ensure timely action and update customers accordingly.

Service Delivery & Issue Tracking

Monitor all active tickets, change requests, AMC tasks, and project deliverables for assigned accounts. Proactively track delays or risks and communicate them transparently to customers, along with mitigation plans. Ensure proper closure of tasks after customer confirmation.

Customer Retention & Satisfaction

Build strong customer relationships aimed at long-term engagement and retention. Identify upsell/cross-sell opportunities and coordinate with the sales team where applicable. Conduct periodic review meetings with customers to evaluate usage, satisfaction levels, and improvement areas.

Reporting & Documentation

Maintain complete logs of communication, pending issues, status updates, and commitments. Prepare monthly customer status reports for management. Ensure all agreements, proposals, and change requests are properly documented and approved.

Required Skills & Qualifications

Bachelor's degree in Business, IT, Engineering, or related field. 2-5 years of experience in account management, customer success, or client handling (ERP/SaaS preferred). Excellent communication skills (verbal and written) with strong clarity and professionalism. Ability to manage multiple customer accounts simultaneously. Strong problem-solving and follow-up skills. Experience coordinating with technical teams is a strong plus. Demonstrated ability to work under pressure and meet tight response timelines.

Key Performance Indicators (KPIs)

100% response to all customer communications within

24 hours

. Customer satisfaction score (CSAT). Timely closure of issues and tasks. Quality and clarity of communication. Client retention and renewal rates. Internal team compliance with communication guidelines.

Why This Role Matters

The Account Manager ensures that StrategicERP maintains its reputation for reliability, professionalism, and customer-first service. By ensuring consistent communication within

24 hours

, the Account Manager strengthens trust, reduces escalations, and delivers a seamless customer experience.

Job Types: Full-time, Permanent

Pay: ₹90,000.00 - ₹100,000.00 per month

Benefits:

Paid sick time Provident Fund
Work Location: In person