Job Description: Customer Relationship Manager
Company: MapleCloud Technologies
Location: Noida, Uttar Pradesh
Department: Sales and Customer Success
Employment Type: Full-Time
Experience Required: 3–6 Years
About MapleCloud Technologies
MapleCloud Technologies is an enterprise software and cybersecurity solutions company delivering advanced products for Security Information and Event Management, Network Monitoring, IT Service Management, Zero Trust Network Access, Web Application Security, Privileged Access Management, and other enterprise IT requirements.
Our product portfolio includes EventShield, MCTNMS, MCTEMS, MCTZyntra, MapleWAF, MCTPAM, MapleDoc, MapleLearn, MCTHRMS, and Access Watch.
Built in India. Engineered for Enterprise Software.
Position Overview
MapleCloud Technologies is looking for an experienced and customer-focused Customer Relationship Manager to manage relationships with enterprise customers, partners, system integrators, and key stakeholders.
The selected candidate will act as the primary point of contact for assigned customers and will be responsible for customer satisfaction, account coordination, issue resolution, renewals, upselling opportunities, and long-term relationship development.
The role requires strong communication, coordination, and problem-solving skills, along with a basic understanding of enterprise software, cybersecurity, networking, and IT infrastructure solutions.
Key Responsibilities
- Develop and maintain strong, long-term relationships with existing customers, channel partners, and system integrators.
- Serve as the primary point of contact for customer enquiries, service requests, escalations, and commercial discussions.
- Understand customer requirements, business objectives, technical environments, and future technology needs.
- Coordinate with sales, presales, technical support, implementation, product, and finance teams to ensure timely delivery of customer commitments.
- Conduct regular customer meetings, account reviews, follow-up calls, and product adoption discussions.
- Monitor customer satisfaction and proactively identify potential concerns before they become escalations.
- Maintain records of customer interactions, requirements, complaints, commitments, and follow-up activities in the CRM system.
- Ensure that customer issues are properly recorded, assigned, tracked, escalated, and resolved within agreed timelines.
- Support the onboarding of new customers and coordinate product demonstrations, proof-of-concept activities, implementation, training, and handover.
- Track software licences, support contracts, AMC renewals, subscription renewals, warranties, and payment follow-ups.
- Identify opportunities for cross-selling and upselling MapleCloud Technologies’ products and services.
- Work with the sales team to prepare proposals, quotations, renewal offers, presentations, and account development plans.
- Collect customer feedback and share relevant product improvement suggestions with the product and management teams.
- Coordinate customer reference calls, testimonials, case studies, and success stories.
- Maintain professional communication with government, enterprise, PSU, telecom, data centre, power sector, and other institutional customers.
- Prepare weekly and monthly reports covering customer status, pending issues, renewals, opportunities, risks, and customer satisfaction.
- Ensure all commitments made to customers are documented and followed through to completion.
- Support management during key customer visits, business reviews, exhibitions, and corporate events.
Required Qualifications
- Bachelor’s degree in Business Administration, Marketing, Management, Information Technology, Engineering, or a related field.
- MBA or postgraduate qualification in Marketing, Sales, or Customer Relationship Management will be an advantage.
- 3–6 years of experience in customer relationship management, account management, customer success, enterprise sales support, or a similar role.
- Experience working with an IT software, cybersecurity, networking, system integration, SaaS, or technology company is preferred.
- Strong verbal and written communication skills in English and Hindi.
- Good understanding of customer handling, escalation management, renewals, and account coordination.
- Ability to communicate effectively with technical teams, senior management, partners, and customer stakeholders.
- Working knowledge of CRM applications, Microsoft Office, email communication, presentations, and reporting tools.
- Strong organisational, follow-up, negotiation, and problem-solving skills.
- Ability to manage multiple customer accounts and priorities simultaneously.
Preferred Skills
- Basic knowledge of enterprise software, cybersecurity, networking, cloud services, SIEM, NMS, ITSM, ZTNA, WAF, PAM, and related technologies.
- Experience managing B2B, enterprise, government, PSU, telecom, banking, power sector, or system-integrator accounts.
- Knowledge of tender-based projects, annual maintenance contracts, software subscriptions, licensing, and support agreements.
- Experience using CRM tools for lead, opportunity, customer, and activity management.
- Ability to prepare professional emails, meeting minutes, customer reports, proposals, and presentations.
- Willingness to travel for customer meetings and business requirements.
Key Performance Indicators
- Customer satisfaction and retention rate.
- Timely resolution and closure of customer issues.
- Renewal of licences, subscriptions, support contracts, and AMCs.
- Growth in revenue from existing customer accounts.
- Number of successful upselling and cross-selling opportunities.
- Accuracy and completeness of CRM records.
- Timely completion of customer follow-ups and commitments.
- Reduction in unresolved customer escalations.
- Quality and frequency of customer engagement and account reviews.
- Collection of customer references, testimonials, and case studies.
Key Competencies
- Customer-focused approach.
- Relationship-building ability.
- Professional communication.
- Ownership and accountability.
- Conflict and escalation management.
- Commercial awareness.
- Attention to detail.
- Team coordination.
- Time management.
- Positive and solution-oriented attitude.
What We Offer
- Opportunity to work with innovative enterprise software and cybersecurity products.
- Exposure to enterprise, government, PSU, telecom, data centre, and system-integrator customers.
- Performance-driven career growth opportunities.
- Collaborative and technology-focused working environment.
- Product and industry training.
- Competitive salary based on experience and capabilities.
Application Process
Interested candidates may submit their updated résumé to [email protected] along with the following information:
- Current salary.
- Expected salary.
- Notice period.
- Current location.
- Relevant customer relationship or account management experience.
- Experience in the IT, software, cybersecurity, or networking industry.
Pay: Up to ₹60,000.00 per month
Work Location: In person
