Sales & Client Relationship Executive

We work on web development, software development, mobile applications, digital marketing and SaaS products.

Our customers may work with us for software products, websites, digital services, SaaS subscriptions and other technology requirements.

We are looking for a Sales & Client Relationship Executive who can manage communication with customers, understand their requirements, maintain strong professional relationships and identify genuine opportunities for renewals, upgrades, additional products and services.

This position combines customer relationship management with sales responsibility.

About the Role

This role is not limited to finding new customers.

You will also work with customers who are already connected with the company.

Your responsibility will be to understand customers, stay in regular contact, help them get the right information, coordinate internally when required and identify opportunities where another product or service may genuinely help them.

For example, an existing customer may already use one SaaS product but later need:

• Additional users
• A higher plan
• Another module
• A mobile application
• A website
• Digital marketing
• Another SaaS product
• Additional technical services

Your job is to identify these requirements and help the customer move forward.

Your Main Responsibilities

1. Customer Relationship Management

• Maintain regular communication with assigned customers.
• Understand customer requirements and concerns.
• Keep track of important customer conversations.
• Build professional relationships with customers.
• Make customers feel comfortable contacting the company.
• Ensure customer requests are directed to the right internal team.
• Follow up on pending customer matters.
• Keep customer information updated.

2. Customer Communication

You may communicate with customers through:

• Phone calls
• WhatsApp
• Email
• Online meetings
• Other company-approved communication channels

You should communicate clearly and professionally.

You should also know when an issue needs to be transferred to the technical, support, accounts or management team.

3. Understand Customer Needs

You should regularly understand:

• What the customer is currently using.
• Whether the customer is satisfied with the product or service.
• Whether they need additional features.
• Whether their business requirements have changed.
• Whether they need more users.
• Whether they need additional services.
• Whether they have upcoming requirements.
• Whether their subscription is approaching renewal.

This information can help the company serve customers better and identify legitimate sales opportunities.

4. Renewals

Renewals are an important part of this role, especially for SaaS customers.

You may be responsible for:

• Checking upcoming renewals.
• Contacting customers before renewal dates.
• Explaining renewal plans.
• Answering basic renewal questions.
• Following up on pending renewals.
• Coordinating payment information.
• Updating renewal status.
• Reporting customers who may not renew.

The goal is to make the renewal process simple and clear for the customer.

5. Upselling

Upselling means helping an existing customer move to a higher plan when their current plan no longer meets their requirements.

For example:

A customer may have started with a basic plan but later require more users or additional features.

• Understand the new requirement.
• Explain the available higher plan.
• Explain the additional features.
• Explain the additional cost.
• Help the customer make an informed decision.
• Coordinate the upgrade.

You should never recommend an upgrade only to increase the sales value.

The upgrade should have a genuine reason.

6. Cross-Selling

Customers may need products or services that they are not currently using.

For example, an existing software customer may later require:

• Website development
• Mobile application development
• Additional software modules
• Other IT services

You will identify such requirements and introduce the appropriate service.

7. Customer Retention

You will help maintain a positive relationship with customers.

This includes:

• Regular communication.
• Understanding customer concerns.
• Following up on unresolved matters.
• Sharing important product information.
• Coordinating with support teams.
• Monitoring renewal situations.
• Understanding why a customer may be considering leaving.

You will not be expected to personally solve technical problems.

Your responsibility is to make sure the customer s concern reaches the right team and is followed up properly.

8. Handle Customer Complaints Professionally

Customers may sometimes be unhappy about:

• Technical issues
• Delays
• Billing
• Product limitations
• Support response
• Subscription terms
• Service requirements

You should:

• Listen carefully.
• Understand the actual issue.
• Avoid arguing with the customer.
• Record the issue correctly.
• Coordinate with the appropriate team.
• Follow up until the matter reaches the appropriate stage.
• Keep the customer informed where required.

You should not make promises that have not been approved by the company.

9. New Sales

Although this role focuses strongly on existing customers, new sales are also part of the position.

You may:

• Respond to new enquiries.
• Contact referrals.
• Generate leads.
• Introduce products to potential customers.
• Conduct basic product demonstrations.
• Prepare quotations.
• Follow up with prospects.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.