About the Role
We're looking for a motivated and enthusiastic CRM Executive (Fresher) to join our growing team and support CRM operations for our SaaS products and customer ecosystem.
This role is focused on managing customer information, monitoring customer interactions and product engagement, supporting customer onboarding and communication, coordinating with internal teams, and ensuring a smooth customer journey throughout the customer lifecycle.
The ideal candidate should be detail-oriented, analytical, good at communication, and comfortable working with data and multiple internal teams.
What You'll Own
Customer & CRM Data Management
- Maintain accurate and up-to-date customer, client, user, and account information in the CRM/product systems.
- Regularly review and clean customer data to identify duplicates, missing information, incorrect records, and data inconsistencies.
- Maintain customer profiles, account information, communication history, and relevant product/activity details.
- Support customer segmentation based on factors such as customer type, product usage, engagement, lifecycle stage, location, or other business requirements.
- Ensure CRM data is properly updated based on customer interactions and internal team inputs.
- Coordinate with relevant teams to resolve data discrepancies and maintain data accuracy.
Customer Lifecycle & Engagement
- Support customer onboarding by ensuring required customer information and onboarding activities are properly tracked.
- Monitor customer engagement and identify customers who require follow-up or additional support.
- Track customer interactions across different touchpoints and maintain proper records.
- Support customer engagement activities such as onboarding communication, reminders, updates, follow-ups, and product-related communication.
- Identify gaps in the customer journey and highlight them to the CRM Manager or relevant team.
- Support initiatives aimed at improving customer adoption, engagement, retention, and overall customer experience.
Product & Customer Coordination
- Develop a basic understanding of the company's SaaS products, their features, customer journeys, and use cases.
- Coordinate with Product, Sales, Customer Success, Operations, Support, and Marketing teams to ensure customer information and requirements are aligned.
- Track customer-related issues, requests, feedback, and follow-ups and ensure they are routed to the appropriate team.
- Assist in maintaining customer/product-related records and documentation.
- Support the team in tracking feature adoption, customer activity, and usage-related information wherever applicable.
- Follow up internally on pending customer-related actions and ensure timely closure.
Customer Communication
- Assist in drafting and sending customer communication such as onboarding emails, product updates, reminders, follow-ups, and service-related communication.
- Support customer engagement campaigns based on defined customer segments.
- Coordinate with Sales, Marketing, Customer Success, Product, and Operations teams to ensure consistent communication.
- Maintain records of important customer communications and follow-ups.
- Monitor responses and identify customers requiring additional follow-up.
- Escalate important customer concerns or communication gaps to the relevant team.
Reporting & Analysis
- Prepare weekly and monthly reports related to customers, engagement, onboarding, retention, and CRM activities.
- Track key metrics such as:
- Customer onboarding status
- Customer engagement
- Product adoption
- Customer activity
- Follow-up status
- Retention/churn indicators
- Campaign performance
- Customer response rates
- Assist in creating and maintaining CRM dashboards and management reports.
- Analyze customer data to identify trends, gaps, and opportunities for improvement.
- Share relevant observations with the team based on customer and product data.
- Maintain accurate reporting and ensure data used for management decisions is reliable.
CRM Operations & Process Improvement
- Support the CRM Manager in day-to-day CRM operations and customer lifecycle activities.
- Assist in defining and maintaining CRM processes, workflows, and data standards.
- Identify repetitive manual activities and suggest opportunities for process improvement or automation.
- Support implementation and testing of new CRM processes, campaigns, and workflows.
- Maintain proper documentation of CRM processes and operational activities.
- Ensure CRM-related tasks are completed accurately and within defined timelines.
What We're Looking For
- Fresh graduate with a Bachelor's degree in Business Administration, Marketing, Commerce, IT, Computer Science, or any related field.
- Basic understanding of CRM, customer lifecycle, customer engagement, and customer experience concepts.
- Good written and verbal communication skills in English – mandatory.
- Strong proficiency in MS Excel, Word, and PowerPoint working knowledge – mandatory.
- Basic understanding of data management and reporting.
- Strong attention to detail and ability to maintain data accuracy.
- Good analytical and problem-solving skills.
- Ability to coordinate effectively with multiple internal teams.
- Comfortable working with customer and product-related data.
- Self-motivated, eager to learn, and open to feedback.
- Ability to manage multiple tasks and meet deadlines in a fast-paced SaaS environment.
Good to Have:
- Basic knowledge of CRM platforms such as Zoho CRM, HubSpot, Salesforce, or similar tools.
- Exposure to customer engagement or email marketing tools such as CleverTap, Mailchimp, Klaviyo, or similar platforms.
- Basic knowledge of Excel functions such as VLOOKUP/XLOOKUP, Pivot Tables, IF, COUNTIF/SUMIF, filters, and data cleaning.
- Basic understanding of customer segmentation and lifecycle management.
- Exposure to SaaS products or customer success operations.
- Internship or project experience in CRM, customer success, customer support, marketing, operations, or data management.
- Basic understanding of dashboards and reporting tools is an advantage.
Key Skills: Good to Have
CRM Operations | Customer Lifecycle Management | Customer Engagement | Customer Data Management | Data Hygiene | Customer Onboarding | Customer Communication | Customer Segmentation | Reporting & Analytics | Excel | Cross-functional Coordination | SaaS Product Understanding | Customer Retention | Process Improvement
Pay: ₹11,000.00 - ₹32,760.38 per month
Work Location: In person
