•Client Relationship Management
•Manage a portfolio of existing NBFC/FinTech clients and serve as the primary point of contact for key client stakeholders.
•Build and maintain strong, long-term relationships with customers, channel partners and senior stakeholders.
•Conduct regular client meetings and check-ins to understand business requirements, challenges and expectations.
•Proactively identify customer concerns, risks and opportunities and ensure timely resolution.
•Maintain strong communication with clients throughout the customer lifecycle.
•Client Onboarding & Implementation
•Manage end-to-end onboarding of NBFC clients , ensuring smooth and timely implementation.
•Coordinate with internal teams to ensure successful activation, integration and adoption of products/services.
•Coordinate with external technology/service partners for timely onboarding and service activation.
•Track onboarding timelines, dependencies, issues and deliverables to ensure adherence to agreed SLAs.
•Ensure a smooth transition from onboarding to regular account management.
•Product Adoption & Customer Success
•Drive product adoption and increase utilization across existing customer accounts.
•Understand customer requirements and work with internal teams to provide appropriate solutions.
•Conduct product demonstrations, training sessions and client webinars where required.
•Educate customers on new features, services and capabilities.
•Monitor customer engagement and proactively address adoption gaps.
•Vendor & Partner Coordination
•Coordinate with external vendors and service providers involved in client onboarding and integrations.
•Manage communication and follow-ups with technology/service partners to ensure timely issue resolution.
•Track vendor performance against agreed SLAs.
•Maintain service trackers and ensure all onboarding and support activities are properly documented.
•Account Growth & Upselling
•Identify upselling, cross-selling and expansion opportunities within the existing client portfolio.
•Work closely with the Sales/Business Development team to convert identified opportunities.
•Understand customer business requirements and recommend relevant Graviton products and services.
•Contribute to account expansion and incremental revenue from existing customers.
•Customer Issue & Escalation Management
•Act as the central point of coordination for customer issues and escalations.
•Work with Product, Technology, Implementation and Support teams to drive issues toward resolution.
•Ensure timely communication with customers regarding issue status and resolution.
•Identify recurring issues and work with internal teams to improve processes and customer experience.
•MIS, Reporting & KPI Management
•Maintain accurate CRM records, client trackers and account information .
•Prepare and maintain dashboards for: - Client onboarding TAT
•SLA adherence
•Issue resolution
•Product adoption
•Customer engagement
•Account growth
•Customer retention
•Prepare periodic reports for management highlighting account health, risks, opportunities and performance.
•Identify trends and recommend improvements based on customer data.
•Cross-functional Collaboration
•Collaborate closely with Sales, Product, Technology, Implementation, Support and Finance teams .
•Translate customer requirements into actionable internal tasks.
•Ensure alignment between customer expectations and internal delivery.
•Participate in internal reviews for key accounts and strategic customers.
Required Skills
•Excellent client relationship management skills
•Strong verbal and written communication
•Stakeholder and escalation management
•Strong follow-up and coordination skills
•Problem-solving and analytical ability
•Ability to manage multiple client accounts simultaneously
•Good understanding of CRM processes and customer lifecycle management
•Strong MS Excel/Google Sheets and reporting skills
•Ability to prepare and interpret KPI dashboards
•Strong presentation and client-facing skills
