Client Relationship Manager- Gurgaon

Role & responsibilities

A. Client Relationship Management

1. Develop and maintain professional, long-term relationships with existing clients.

2. Act as the primary point of contact for client communication, queries, concerns, and feedback.

3. Conduct regular follow-ups to understand client expectations and satisfaction levels.

4. Maintain professional communication and ensure timely responses to client requests.

5. Identify repeat-business opportunities and communicate potential requirements to the Business Development

team.

B. Project Coordination & Client Servicing

1. Coordinate with Project Managers, Design, Procurement, Execution, and Accounts teams to address client

requirements.

2. Monitor commitments made to clients regarding deliverables, timelines, quality, and documentation.

3. Communicate project progress and relevant updates in coordination with the Project Manager.

4. Track client-related pending actions and follow up with the respective departments.

5. Support project completion, handover documentation, and client sign-offs.

C. Complaint & Escalation Management

1. Receive, register, and track client complaints and service requests.

2. Coordinate with responsible departments for timely resolution.

3. Escalate unresolved or critical issues to the concerned Department Head or Management.

4. Maintain a complaint tracker with owners, target resolution dates, and closure status.

5. Obtain client confirmation before marking complaints as closed.

D. Client Feedback & Satisfaction

1. Collect periodic feedback during and after project execution.

2. Maintain structured client satisfaction records.

3. Identify recurring issues and recommend corrective and preventive actions.

4. Coordinate post-completion support and warranty-related service requests.

5. Prepare client satisfaction and service performance reports.

E. Billing & Payment Follow-up

1. Coordinate with Accounts and Project teams to track invoice submissions, certification, and payment status.

2. Follow up with clients on pending payment documentation, approvals, and overdue payments.

3. Highlight payment disputes or collection delays to Accounts and Management.

4. Maintain an updated client-wise outstanding payment follow-up tracker.

5. Support timely collection without independently modifying agreed commercial terms.

F. Documentation & Reporting

1. Maintain current client contacts, communication records, and project information.

2. Record key client meetings, commitments, complaints, and follow-up actions.

3. Prepare weekly and monthly CRM performance reports.

4. Maintain client-wise pending action lists and escalation registers.

5. Document important commitments and approvals through official communication channels.

Key Skills & Competencies

1. Strong verbal and written communication skills.

2. Professional, polite, and client-oriented approach.

3. Excellent follow-up and coordination abilities.

4. Problem-solving and conflict-resolution skills.

5. Ability to understand client requirements and business priorities.

6. Proactive approach with strong ownership and accountability.

7. Knowledge of company services, project execution processes, and commercial documentation.

8. Working knowledge of MS Excel, Outlook, CRM software, and reporting tools.

9. Ability to manage multiple clients and priorities simultaneously.

10. Strong interpersonal and relationship-building skills.

Reporting & Coordination

Reporting To: Business Head / Operations Head / Management, as assigned.

Internal Coordination With: Business Development / Sales; Project Management; Design & Engineering;

Procurement; Site Execution; Quality & Safety; Accounts & Finance; Senior Management.

If interested, please share your updated resume to [email removed].

Best Regards

Mandakini