Job Description

CRM Executive - Client Relationship & Business Support

Location:

Chennai

Experience:

1-5+ Years

Notice Period:

Immediate Joiner Preferred

Job Type:

Full-time, Permanent

Work Mode:

In-Person

Job Summary

We are seeking a highly organized, customer-centric, and detail-oriented

CRM Executive

to manage the end-to-end customer relationship lifecycle. This role requires strong communication, analytical skills, CRM expertise, and the ability to manage multiple clients simultaneously. The CRM Executive will ensure that every customer interaction is tracked, documented, and optimized, while supporting sales, operations, and delivery teams in providing a superior customer experience.

The ideal candidate should be someone who is passionate about customer engagement, maintaining data accuracy, driving retention initiatives, and ensuring smooth internal coordination to meet client expectations.

Key Objectives of the CRM Role

Maintain

complete accuracy and hygiene

of CRM data. Strengthen

ongoing client relationships

through continuous communication. Improve

customer satisfaction, retention, and engagement

. Support

sales and business teams

by managing pipelines and follow-ups. Facilitate

seamless coordination

between clients and internal teams. Provide

timely reporting

and insights for management decisions.

Detailed Responsibilities1. CRM Data Management & Operations

Manage customer profiles, leads, activities, deals, and communication logs within the CRM. Ensure 100% accuracy of customer information, pipeline stages, follow-up notes, and opportunity status. Monitor CRM dashboards daily to ensure timely updates and error-free reporting. Detect inconsistencies in CRM entries and correct them proactively. Coordinate with teams to ensure all activities and client interactions are logged properly.

2. Client Relationship Management

Build strong, long-term relationships with clients through professional communication. Understand client requirements, pain points, expectations, and service challenges. Handle daily client communication via calls, emails, and scheduled follow-ups. Act as a single point of contact (SPOC) for client queries and escalations. Conduct periodic check-ins with clients to monitor satisfaction and gather feedback. Assist clients in issue resolution by coordinating with respective internal teams.

3. Lead & Pipeline Coordination

Support sales teams by managing inbound and outbound leads. Conduct follow-ups on open leads, revive dormant leads, and ensure no lead is missed. Track each lead's progression across the sales cycle and update CRM stages accordingly. Send reminders, follow-up emails, and status updates on behalf of sales teams. Work with the Business Development team to identify cross-sell and upsell opportunities.

4. Sales Support & Pre-Sales Activities

Assist in proposal creation, client documentation, quotations, and presentations. Maintain a tracker for proposal status, follow-ups, closures, and renewals. Schedule sales meetings, demos, and client interactions. Coordinate internally with technical, HR, and recruitment teams for requirement fulfilment. Prepare pre-sales materials such as brochures, introductory emails, and service descriptions.

5. Reporting, Analytics & Insights

Generate daily, weekly, and monthly CRM activity reports. Prepare dashboards for lead conversion, pipeline health, client engagement, and follow-up performance. Analyze customer behavior patterns to highlight potential risks or missed opportunities. Prepare MIS reports for management reviews. Present insights on lead quality, client response, and campaign effectiveness.

6. Customer Service & Retention Activities

Conduct onboarding sessions for new clients and explain service workflows. Track client satisfaction and alert management on early signs of dissatisfaction. Manage renewals, follow-ups, and long-term relationship strategies. Ensure timely resolution of client complaints by coordinating with the support/ops team. Maintain a retention tracker and propose initiatives for customer loyalty.

7. Internal Collaboration

Work closely with Sales, Operations, HR, Recruitment, Delivery, and Support teams. Share client updates, feedback, and urgent requirements with relevant departments. Ensure deliverables align with client expectations and internal SLAs. Participate in team meetings and contribute to planning and process improvements.

Required Skills & Qualifications

Bachelor's degree in Business Administration, Marketing, HR, or a related domain. 1-5+ years of experience as CRM Executive, Client Relationship Coordinator, Sales Support Executive, or similar role. Strong understanding of CRM software (Zoho, HubSpot, Salesforce, Freshsales, etc.). Excellent communication skills (verbal & written). Strong follow-up discipline and customer-first mindset. Proficient in MS Excel, Google Sheets, reporting dashboards, and CRM analytics. Ability to multitask and manage multiple clients simultaneously. Positive attitude, problem-solving approach, and good presentation skills. Experience in IT services, software sales, or staffing industry preferred.

Mandatory Skills

Client Relationship Management o Lead Follow-up o CRM Tools o Sales Coordination o Customer Engagement o Data Management o Reporting o Communication o Negotiation o Documentation o Lead Nurturing

Job Types: Full-time, Permanent

Pay: ₹20,909.53 - ₹51,057.63 per month

Work Location: In person