Customer Relationship Management Manager - Bengaluru, India - LEAD School
Description
We are seeking an experienced and dynamic Virtual Customer Relationship Manager to join the new team. The ideal candidate will be a dedicated single point of contact for a specific number of schools that have signed up for the product & services provided by LEAD Group (one or more of our product offerings.
Principal Accountabilities:
Account Management:
● Serve as the primary point of contact for assigned schools, building and maintaining strong relationships with school administrators and decision-makers
● Regularly communicate with key stakeholders to ensure customer satisfaction and identify areas for improvement
● Monitor account receivables and coordinate with the customer / finance department to ensure timely collections
● Proactively address any billing or payment discrepancies to maintain positive financial relationships with customers
Training and Support:
● Coordinate with vendors for scheduling comprehensive training for school staff on the effective use of our products and platforms
● Offer ongoing support and troubleshooting assistance to address any technical issues or challenges faced by users - Any kind of support required for handling technical queries for the school would be transferred to Customer Support Issue Resolution and Product Implementation
● Act as a liaison between schools and internal departments to promptly address and resolve any customer issues or concern
s ● Facilitate smooth product implementation by coordinating with the technical team and providing guidance to school staff during the setup process
● Gather feedback from customers and relay insights to relevant departments for continuous product improvement
Customer Retention & Growth:
● Drive retention by Keeping schools informed about all product changes, updates, and new features through regular communication channels
● Proactively identify opportunities for upselling or cross-selling additional products or services to existing customers
● Lead the renewal process by engaging with schools well before contract expiration dates and negotiating renewal terms
Relationship Management:
● Cultivate and nurture long-term relationships with schools to ensure loyalty and retention
● Anticipate and address any potential issues or challenges that may arise to maintain a positive and collaborative partnership
● Act as a trusted advisor to schools, providing insights and recommendations to help them
achieve their educational objectives
Qualification:
❖ Bachelor's degree with any specialization
Should Have: ❖ Proven experience in key account management, preferably within the educational sector
❖ Strong negotiation skills and communication skills, with the ability to influence and persuade stakeholders at all levels
❖ Excellent problem-solving abilities and a proactive approach to issue resolution
❖ Proficiency in CRM software, Google Suite, and other relevant tools for account management and reporting
❖ A passion for education and a commitment to delivering exceptional customer service
Nice to Have:
❖ Prior work experience in education sector ❖ Multilingual candidates will be preferred - Candidates with proficiency (speaking, reading, writing) in 2 or more languages - English is mandatory. (Tamil, Telugu, Kannada, Hindi, Marathi and Malayalam)