Client Relationship Executive
Position: Client Relationship Executive
Department: Client Success & Relationship Management
Location: Noida
Role Overview
We are seeking an experienced and client-focused Client Relationship Executive to manage and grow strategic client relationships. The role will be responsible for ensuring strong client experience, driving account retention, identifying growth opportunities, and acting as a key point of contact for assigned clients.
The ideal candidate should possess strong account management capabilities, commercial acumen, stakeholder management skills, and experience handling enterprise clients in a service-driven environment.
Key Responsibilities
1. Strategic Client Management
- Serve as the primary relationship owner for assigned enterprise and strategic accounts.
- Build strong relationships with HR leaders, Talent Acquisition teams, Compliance heads, and business stakeholders.
- Understand client business objectives and align solutions to their requirements.
- Conduct regular business reviews and account health assessments.
2. Client Retention & Growth
- Drive client retention and support long-term account engagement.
- Identify opportunities for upselling and cross-selling additional solutions.
- Collaborate with Sales and Leadership teams to expand account engagement.
- Support contract renewals and commercial discussions where required.
3. Client Success & Service Delivery
- Ensure timely resolution of client concerns, escalations, and operational issues.
- Work closely with Operations, Product, Technology, and Quality teams to deliver seamless service delivery.
- Monitor service performance against agreed SLAs and KPIs.
- Proactively identify risks and support mitigation strategies.
4. Stakeholder Engagement
- Develop and maintain executive-level relationships within client organizations.
- Facilitate quarterly business reviews (QBRs), governance meetings, and strategic discussions.
- Act as a trusted point of contact for client communication and updates.
- Ensure clear and transparent communication across all client interactions.
5. Reporting & Analytics
- Track account performance metrics and customer satisfaction indicators.
- Prepare business reviews, performance reports, and management presentations.
- Analyze client feedback and recommend service enhancements.
- Monitor account profitability and growth opportunities.
6. Process Improvement
- Gather client feedback and collaborate with Product and Operations teams to enhance service offerings.
- Drive initiatives that improve customer experience, retention, and operational efficiency.
- Support implementation of new products, services, and process improvements.
Qualifications
- Bachelor’s Degree in Business, Marketing, Human Resources, or a related field.
- MBA preferred.
- 6–10 years of experience in Client Relationship Management, Key Account Management, Customer Success, Enterprise Account Management, or B2B Services.
- Experience managing enterprise clients and strategic accounts preferred.
- Background in Background Verification, HR Tech, SaaS, Compliance Services, Recruitment, or Workforce Solutions is an advantage.
Required Skills & Competencies
- Strong relationship management and stakeholder engagement skills.
- Excellent verbal, written, and presentation skills.
- Commercial acumen with a customer-centric mindset.
- Strong negotiation and problem-solving abilities.
- Experience handling executive-level client interactions.
- Data-driven decision-making and analytical skills.
- Ability to manage multiple enterprise accounts simultaneously.
- Strong coordination and escalation management skills.
Key Performance Indicators (KPIs)
- Client Retention Rate
- Customer Satisfaction (CSAT)
- Net Promoter Score (NPS)
- Revenue Growth from Existing Accounts
- Upsell & Cross-sell Achievement
- Escalation Resolution Time
- SLA Adherence
- Account Health Score
- Renewal Success Rate
Compensation
- ₹10 – ₹18 Lakhs Per Annum
Experience:
- Client Relationship Management, Key Account Management: 10 years (Preferred)
Work Location: In person
