Position Title: Client Relations Manager                  

Department: Client Relations 

Reports To: Director of Client Management   

Supervises: Client Relationship Team 

Work Location: On-site in Bangalore, India 

Position Summary: 

The Client Relations Manager will build and maintain strong, long-term relationships with our clients in the online proctoring industry. The Client Relationship Manager will act as the main point of contact for key accounts, ensuring client satisfaction, retention, and growth. This role involves proactive communication, problem-solving, and coordination with internal teams to deliver exceptional service. The ideal candidate will have experience working with UK and US based clients, a proven track record in account management, preferably in the technology or education sectors, and will demonstrate strong interpersonal skills and a client-first mentality.  

Essential Duties and Responsibilities:  

The essential duties of the position include the following, and other duties may be assigned: 

Client Relationship Management: 

1. Serve as the primary point of contact for assigned clients, ensuring their needs are met and expectations exceeded. 
2. Build and maintain strong, long-term relationships with clients, promoting customer loyalty and retention. 
3. Conduct regular check-ins with clients to assess satisfaction, resolve issues, and provide updates on products and services. 

Account Growth and Upselling: 

1. Identify opportunities to grow accounts by offering additional services, products, or solutions to meet client needs. 
2. Proactively suggest upsell opportunities and work with the sales team to close deals that align with the client’s objectives. 

Client Onboarding and Support: 

1. Oversee the onboarding of new clients, ensuring a smooth transition and setting expectations for the relationship. 
2. Provide training and support to clients on the use of the company’s products, addressing any technical or usage concerns. 

Issue Resolution and Problem-Solving: 

1. Act as the client’s advocate, addressing concerns or issues quickly and efficiently, coordinating with internal departments (e.g., technical support, product development) as needed. 
2. Troubleshoot client challenges and work with internal teams to develop solutions that align with both the client’s needs and company goals. 

Performance Tracking and Reporting: 

1. Monitor account performance, including service delivery and client usage data, to identify trends, potential issues, and growth opportunities. 
2. Provide regular reports and updates to clients on performance metrics, ensuring transparency and proactive communication. 

Collaboration with Internal Teams: 

1. Work closely with sales, product, and customer success teams to ensure the delivery of seamless client experiences. 
2. Communicate client feedback and insights to product development and technical teams to drive improvements in offerings. 

Contract Renewals: 

1. Manage contract renewals by ensuring timely and transparent communication with clients, addressing any potential concerns ahead of renewal discussions. 
2. Negotiate contract terms as needed, working with sales and legal teams to finalize agreements.  

Supervisory Responsibilities:  

Yes  

Qualifications:  

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

Education/Experience:  

Bachelor’s degree in Business Administration, Marketing, Communications, or a related field is required. A master’s degree or MBA is a plus. Minimum of 5 years of experience in account management, client services, or customer success, preferably within technology, SaaS, or education sectors. Proven ability to build and maintain strong client relationships, with a track record of meeting or exceeding retention and upsell targets. Experience in the online proctoring, e-learning, or education technology industries is highly preferred. Strong interpersonal and communication skills, with the ability to build rapport and trust with clients quickly. Client-first mentality, with a demonstrated ability to provide exceptional customer service. Skilled in contract negotiation, upselling, and managing client expectations. Ability to identify issues early, troubleshoot problems effectively, and offer creative solutions that satisfy both client and company needs. Comfortable working with performance data to provide insights, reports, and proactive solutions to clients. Experience working with UK and US based clients.  

Language Ability:  

Ability to read, analyze, and interpret business contracts, proposals, and client performance reports. Strong written and verbal communication skills, with the ability to communicate complex ideas clearly and professionally to clients and internal stakeholders. Proficient in drafting emails, reports, and presentations to maintain regular and effective communication with clients.  

Math Ability:  

Proficient in basic and advanced math, including calculating pricing, account metrics, service usage, and ROI for clients. Ability to analyze financial data, forecast client growth, and track performance against key metrics. Strong proficiency in preparing budgets, quotes, and cost analyses for clients and internal teams.  

Reasoning Ability:  

Strong critical thinking and problem-solving abilities, with the capacity to make sound decisions under pressure. Ability to assess client needs and develop tailored solutions that align with both client goals and company objectives. Able to handle multiple clients and prioritize effectively in a fast-paced environment.  

Computer Skills:  

Proficient in using CRM software (e.g., HubSpot, Salesforce) to manage client data, track communication, and analyze account performance. Experience with project management tools (e.g., Jira) and customer success platforms is preferred. Strong proficiency in Microsoft Office Suite (Excel, PowerPoint, Word) for creating reports, presentations, and client performance dashboards. Familiarity with online collaboration tools like Zoom, Microsoft Teams, and other communication platforms for remote client interactions.  

Certificates and Licenses:  

Certified Client Management Professional (CCMP) or a similar client relationship management certification is preferred. CRM Certification (e.g., HubSpot Sales Software Certification or Salesforce Administrator Certification) is highly desirable. Project Management Certification (e.g., PMP, CAPM) or relevant project management credentials are a plus, especially for managing multiple client accounts. Leadership or Coaching Certifications related to customer success or account management would be advantageous.  

Travel:  

This position requires 25% travel time.  

Work Environment:  

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job in an office environment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. A typical, climate-controlled office environment exists. The worker is not substantially exposed to adverse environmental conditions. 

Management Expectations:  

1. Demonstrate Expertise: Serve as the foremost Subject Matter Expert (SME) within the department, possessing extensive knowledge and proficiency in the relevant field.  
2. Lead Team Effectively: Direct and supervise a team of employees, providing training, guidance, and support to ensure the team achieves departmental objectives. Lead and guide the team while fostering a positive and productive work environment.   
3. Manage Operations Efficiently: Oversee day-to-day operations and workflow, including prioritizing tasks, resolving escalations, allocating resources, managing time and attendance, overseeing payroll, and facilitating departmental onboarding and training.  
4. Evaluate Performance Regularly: Monitor and assess team performance on a regular basis, offering constructive feedback, coaching, and conducting performance reviews to drive continuous improvement. Set clear goals and establish performance metrics to measure success.  
5. Collaborate Strategically: Collaborate with senior management and cross- functional teams to develop and implement strategies, policies, and initiatives that contribute to organizational growth and success.  
6. Ensure Effective People Management: Execute consistent and effective practices in recruiting, onboarding, professional development, succession planning, performance management, and retention.  
7. Promote Positive Work Environment: Cultivate a positive work environment by fostering collaboration, communication, and teamwork among team members. Address departmental issues, resolve urgent matters, and lead efforts in conflict resolution.  

ISM and Privacy Statement: 

1. Data Security and Encryption: Ensure that sensitive data, especially personal and financial data, is encrypted and securely stored within systems. 
2. Access Control and Authorization: Implement role-based access controls and ensure that system permissions align with job functions. 
3. System Security: Perform regular security audits, vulnerability testing, and maintain a secure development environment to avoid unauthorized data access. 
4. Compliance with Privacy Laws: Ensure compliance with privacy regulations (e.g., GDPR) and data retention policies when handling personal data.