Customer Relationship Management Manager (Job Vacancy)

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 concerns
• 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 the 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)