Manager - Customer Relationship & Retention

Role Overview

The Manager will lead the customer relationship and retention function, supporting EPRO/RPRO renewals, upselling, and both pre-sales and post-sales engagement. This is a cross-functional role working closely with Sales, Support, and Operations to ensure high customer satisfaction and retention.

Key Responsibilities

- Drive renewal forecasts and collections for enterprise clients

- Strengthen client relationships to maximize retention

- Address customer issues in coordination with Support for timely resolution

- Manage pre-sales follow-ups and admin support for enterprise clients

- Upsell features and services to existing customers

- Generate reports, compile data, and create presentations

- Maintain positive communication with enterprise clients

- Facilitate order processing and documentation (POs, NDAs, SLAs,Customer Agreements)

- Ensure timely processing of commissions and partner payments

- Maintain accurate records and adhere to company compliance policies

- Continuously improve operational processes