CMT Executive

About the role

The Customer Management Executive (CMT Executive) is responsible for building and maintaining strong relationships with our clients. Acting as the primary point of contact, you will address inquiries, resolve issues, and deliver tailored solutions that enhance satisfaction and loyalty. The role supports business growth through upselling, cross‑selling and continuous improvement of service delivery.

Key responsibilities

• Coordinate with sales and marketing teams to align customer strategies.
• Identify opportunities for upselling or cross‑selling additional products and services.
• Conduct regular follow‑ups with customers to ensure ongoing satisfaction.
• Participate in training programs to enhance product knowledge and customer service skills.
• Organize and facilitate customer events or meetings to strengthen relationships.
• Support the implementation of customer management initiatives and programs.
• Stay updated on industry trends and best practices in customer management.
• Serve as the primary point of contact for customer inquiries and support.
• Manage and resolve customer complaints and issues in a timely manner.
• Maintain accurate records of customer interactions and transactions.
• Gather customer feedback to assess satisfaction and identify areas for improvement.
• Collaborate with internal teams to develop solutions that meet customer needs.
• Analyze customer data to identify trends and make informed recommendations.
• Prepare and present reports on customer feedback and service performance.
• Develop and maintain strong relationships with key customers.
• Assist in the onboarding process for new clients to ensure a smooth transition.
• Educate customers about products and services to enhance their experience.
• Monitor service delivery and ensure adherence to company standards.
• Assist in developing customer management policies and procedures.
• Provide insights to management for strategic decision‑making based on customer feedback.
• Foster a customer‑centric culture within the organization.

Required profile

• Bachelor’s degree in business administration, marketing, communications, or a related field.
• 1‑3 years of experience in customer service, customer management, or a similar role.
• Proven track record of managing customer relationships effectively.
• Familiarity with CRM software and customer management tools.
• Strong verbal and written communication skills.
• Ability to analyze customer data and derive actionable insights.
• Experience in resolving conflicts and managing difficult customer interactions.
• Proficiency in Microsoft Office Suite and data analysis tools.

Required skills

• CRM software
• Microsoft Office Suite
• Data analysis tools