Customer Relationship Management Executive

Job Description: Customer Relationship Management Executive
Job Summary
We are seeking a proactive and relationship-driven Customer Relationship Management Executive to manage,
retain, and expand our existing customer base. In this role, you will be the primary point of contact for our current
clients, ensuring they get maximum value from our products. Your core focus will be maintaining high satisfaction,
generating new leads through customer referrals, and identifying opportunities to cross-sell and upsell our
broader product portfolio.
Key Responsibilities
1. Relationship Management & Retention
Serve as the primary advocate and main point of contact for existing accounts.
Conduct regular check-ins and account reviews to ensure product adoption and satisfaction.
Proactively identify and resolve customer pain points to minimize churn.
2. Referral & Advocacy Generation
Develop and execute strategies to turn satisfied clients into brand ambassadors.
Actively pitch and secure referrals from existing customers to fuel the sales pipeline.
Gather customer testimonials, reviews, and case studies for marketing use.
3. Account Expansion (Upselling & Cross-selling)
Analyze customer usage patterns to identify gaps that our other products can solve.
Educate existing clients on new features, upgrades, and complementary product lines.
Pitch and close expansion deals to increase the Average Revenue Per User (ARPU).
Requirements & Qualifications
Experience: 25 years in Customer Success, Account Management, or Relationship Sales.
Communication: Exceptional verbal and written communication skills with strong active listening.
Sales Acumen: Proven track record of meeting upselling, cross-selling, or referral targets.
Problem-Solving: Ability to handle difficult customer situations and turn them into positive outcomes.
Tech Skills: Proficiency with CRM tools (e.g., HubSpot, Salesforce) and customer success software.
Key Performance Indicators (KPIs)
Customer Retention Rate (or Net Churn)
Number of Qualified Referrals generated per month/quarter
Expansion Revenue (Value of upsells and cross-sells closed)
Customer Satisfaction Score (CSAT) or Net Promoter Score (NPS)