Customer Relationship Specialist

Company Description
Olsen Spaces designs premium managed office spaces across key Bengaluru locations including HSR Layout, Indiranagar, and Koramangala. The company focuses on creating aesthetic yet highly functional work environments that boost productivity, creativity, and collaboration. Offerings range from private cabins and custom-managed offices to open workstations, all fully serviced and ready to move in. Flexible, scalable layouts are tailored to reflect each client's brand identity and adapt to changing business needs. From initial discovery to move-in, Olsen Spaces delivers a seamless experience for teams looking to thrive in modern, well-designed workspaces.
LOCATION - HSR Layout, Bengaluru
CTC – 6.0 LPA
EMPLOYMENT TYPE- Full-time
ROLE SUMMARY
We're looking for an experienced, relationship-driven Customer Relationship Specialist to own the client journey from first conversation to long-term account health across our buildings. This is a more senior, client-facing role than a typical support position you'll handle early-stage lead and discovery calls, lead onboarding end-to-end, and build the kind of relationships that turn tenants into long-standing, referring clients. You'll also have oversight of the support experience, without being the one logging every ticket yourself. This role suits someone who's comfortable owning outcomes across sales-adjacent conversations and account management, not just executing a checklist.
KEY RESPONSIBILITIES
Onboarding & Welcome Experience
Own the full onboarding journey for new clients from signed agreement to a fully settled-in team.
Design and coordinate a polished welcome experience, including gifting and personal touches that reflect the Olsen Spaces brand.
Ensure new clients are set up on space access, seating, amenities, and introduced to relevant on-site teams, with a proactive 30/60/90-day check-in cadence to catch early friction.
Relationship Management
Meet every client individually at least once a month, building a genuine, trusted rapport rather than a transactional check-in.
Own the client relationship through renewal conversations — flagging expansion opportunities, retention risks, and upsell potential to the Founder's Office.
Maintain a running record of client sentiment, feedback, and recurring concerns, and proactively surface patterns across the portfolio.
Act as the client's primary relationship owner — the person they'd call before anyone else.
Support Oversight & Billing Coordination
Oversee that client queries raised via call, text, or other channels are logged, ticketed, and resolved by the relevant internal team, escalating ageing tickets before they become relationship issues.
Track rental due dates and coordinate with finance on billing discrepancies and overdue payments, keeping the tone professional and relationship-first.
Share a periodic summary of client health, open items, and sentiment with the Founder's Office.
Lead & Discovery Call Management
Handle inbound lead and discovery calls for prospective clients, understanding their space requirements and positioning Olsen Spaces offerings accordingly.
Coordinate site visits and walkthroughs, working closely with the Founder's Office to convert qualified leads into signed clients.
Maintain a clean record of lead status, follow-ups, and conversion outcomes.
WHAT WE'RE LOOKING FOR
3–5+ years of experience in client relationship management, account management, inside sales, or hospitality/client success in a client-facing, ownership-heavy role.
Excellent verbal and written communication skills in English
A relationship builder by naturesomeone clients remember and trust, not just someone who closes tickets.
Strong follow-up discipline across multiple concurrent clients, buildings, and open items.
Comfortable with Excel/Google Sheets and CRM or communication platforms (e.g. WhatsApp Business, Periskope, or similar).
Organised, composed under multiple simultaneous priorities, and willing to travel between buildings across Bengaluru.

Work arrangement
No