Customer Relations Manager

About AlignBooks Software
AlignBooks is a cloud-based ERP platform offering modern, scalable business solutions across diverse industries. We are committed to enabling businesses with efficient and user-friendly technology.
🌐 Learn more: https://alignbooks.com/
Role Overview
We are looking for an experienced CRM Head / CRM Lead / CRM Manager to lead our CRM function and build a structured, customer-centric approach across onboarding, engagement, support coordination, retention, renewals, and customer success.
Key Responsibilities:
🎫Lead and manage the CRM team, including performance monitoring and team development.
🎫Own key customer relationships and effectively manage critical customer escalations.
🎫Drive smooth customer onboarding, engagement, adoption, and retention.
🎫Develop and implement CRM processes to improve customer satisfaction and overall experience.
🎫Monitor customer feedback, identify recurring concerns, and ensure timely closure in coordination with relevant teams.
🎫Work closely with Sales, Support, Implementation, and Product teams to ensure seamless customer experience.
🎫Monitor renewals, retention, upselling, and cross-selling opportunities.
🎫Track customer health, engagement levels, and key relationship metrics.
🎫Define and monitor CRM KRAs, KPIs, SLAs, and performance dashboards.
🎫Prepare and present CRM MIS, customer reports, retention reports, and management updates.
🎫Identify process gaps and recommend improvements to strengthen customer relationships and operational efficiency.
🎫Build strong relationships with key accounts and proactively identify potential risks and opportunities.
Skills & Competencies:
✅Prior experience in ERP, SaaS, IT, or enterprise software will be highly preferred.
✅ Strong leadership and team management skills.
✅ Excellent communication, presentation, negotiation, and stakeholder-management skills.
✅ Strong analytical and problem-solving abilities.
✅ Customer-centric and process-oriented approach.
✅ Ability to manage escalations and handle difficult customer situations professionally.
✅ Strong understanding of customer retention, renewals, engagement, and customer success metrics.
📩 Interested candidates can share their resumes at hr@alignbooks.com.

Work arrangement
No