Esconet Technologies - Manager - Customer Relationship

Description:

Role Overview

The Customer Relationship Manager will be responsible for managing key client accounts, ensuring high service satisfaction, handling renewals, and supporting sales growth opportunities.

This role requires active coordination with internal technical teams, OEM/Distributor partners, and clients to ensure smooth service delivery and long-term business relationships.

Key Responsibilities:

Client Management & Service Support:

- Act as the primary point of contact for assigned customers.

- Handle customer queries, complaints, escalation, and follow-ups.

- Conduct regular client engagement meetings and maintain relationship visibility.

Contract & Renewal Management:

- Track and manage AMC and Subscription Renewals.

- Maintain renewal calendar and ensure no-lapse renewals.

Sales Coordination & Upsell Opportunities:

- Work closely with Sales/Pre-Sales Team to identify upsell / cross-sell possibilities.

- Share leads or opportunities emerging from customer interactions.

Internal Coordination:

- Coordinate with Support Engineers / Service Delivery / assigned sales team.

- Work with Accounts team for invoice submission and payment follow-ups.

Documentation & Reporting:

- Maintain updated records of client interactions, project status, and renewal data.

- Prepare weekly MIS reports on customer touchpoints, open issues, and revenue pipeline.

Required Skills & Competencies:

- Strong communication and client-handling skills.

- Ability to manage multiple accounts simultaneously.

- Good understanding of IT Infrastructure / Networking / Cloud / Security products (added advantage).

- Problem-solving, time-management, and coordination skills.

Educational & Experience Criteria:

- Graduate / Postgraduate (Any discipline; technical background preferred).

- 4+ years of experience in Customer Service / Client Relationship roles.

- Experience in a System Integrator (SI) or IT Services company is highly preferred.

The position requires flexibility to visit at various client sites, depending on ongoing assignments.

Note: Required female candidates for this role