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Customer Relationship Management
Maintain regular communication with allocated key accounts through scheduled calls and follow-ups.
Build long-term relationships with customers by understanding their business needs.
Ensure every assigned customer receives proactive engagement as per defined frequency.
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Account Retention & Renewals
Drive timely renewal of customer contracts.
Follow up on upcoming contract expiries.
Coordinate with internal stakeholders to ensure smooth renewal execution.
Reduce customer churn through proactive engagement.
Identify cross-selling and upselling opportunities within existing accounts.
Generate qualified leads for the Key Account Manager (KAM).
Support price increase initiatives and negotiate renewals where applicable.
Achieve assigned revenue enhancement targets.
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Customer Issue Resolution
Act as the first point of contact for transactional customer queries.
Coordinate internally to ensure customer issues are resolved within agreed timelines.
Keep customers updated regularly until closure.
Maintain complete and accurate customer records in CRM (ICABS).
Update customer contacts, locations, competition details, and account information.
Ensure data quality and compliance with organizational standards.
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Reporting & Collaboration
Track KPIs related to renewals, customer engagement, and lead generation.
Prepare periodic account reports and pipeline updates.
Collaborate with Sales, Operations, Finance, and Customer Service teams to improve customer satisfaction.