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Senior Customer Relationship Manager

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Financial Times

Sep 15

  • Job
    Full-time
    Senior & Expert Level
  • Customer Relations
    Sales & Business Development
  • Mumbai
  • Quick Apply

AI generated summary

  • You need account management experience, strong influencing skills, excellent presentation abilities, CRM knowledge, and to be organized and motivated for client retention and upselling.
  • You will strategize sales, manage accounts, ensure renewals, collaborate with teams, build client relationships, document activities, and stay updated on market trends and account developments.

Requirements

  • Shown account management experience and of meeting or exceeding retention and upsell revenue targets with a strategic approach
  • Experience carrying out face to face and virtual client meetings often negotiating with senior management within the company
  • Well developed influencing skills to gain commitment from clients and colleagues
  • Eager to develop a thorough understanding of the value of the FT from existing clients and utilise this information to grow, expand and upsell accounts
  • Excellent presentation and communication skills
  • Ability to work cohesively as part of a team to succeed
  • High level of initiative, motivation, and ability to network both internally and externally to find opportunities and maintain/establish relationships
  • Excellent organisation skills and ability to work under pressure to meet deadlines
  • Display initiative in undertaking all aspects of the role with minimal supervision
  • Fluency in (business) English language, both oral and written
  • Prior experience of using CRM system
  • The role will require domestic travel

Responsibilities

  • Plan your sales approach with a strategic long term view to optimise sales revenue.
  • Identify upsell, risky, and growth accounts within allocated bank of business to ensure renewal and upsell opportunities are maximised. This includes monetising engagement, identifying new growth opportunities and minimising attrition.
  • Personally be responsible for the achievement of the retention and upsell business target set at the start of each new year.
  • To work with the appropriate support departments to ensure that customer issues are handled consistently and efficiently.
  • To work closely with the Customer Success team to plan and prioritise activities to support the goal of retention and upsell.
  • To prioritise face to face and virtual meetings with clients, gain knowledge of the business operations and information needs of the client and actively network to build positive relationships at a senior level and with collaborators in other departments within the company. This will lead to a better understanding of requirements and establish new opportunities to support retention, upsell and cross selling.
  • Maintaining awareness of an opportunity/accounts overall health and taking the appropriate action to mitigate the risk of downsell and/or cancellation.
  • Document all sales activity in salesforce, and keep opportunities updated with regards to likely close dates.
  • To keep up to date with market & competitor developments in the relevant sector and have the ability to speak with confidence on the FTs value proposition.
  • To keep up to date with developments and news relating to the individual accounts you are responsible for ensuring a tailored and strategic approach.
  • Feedback customer insight to assist with product development and cross selling new products.
  • Ensure dates of all renewals are well planned and work commences at least three months in advance.

FAQs

What is the job title for this position?

The job title is Senior Customer Relationship Manager.

Where is the location of this job?

The location of this job is Mumbai, India.

Who will the Senior Customer Relationship Manager report to?

The Senior Customer Relationship Manager will report to the Regional Sales Director, Asia Pacific – FT Professional Content.

What is the main responsibility of the Senior Customer Relationship Manager?

The main responsibility is to retain and grow the allocated bank of business across various sectors in India, including Financial Services, Government, and Professional Services.

What skills are required for this position?

Required skills include account management experience, excellent communication and presentation skills, strategic thinking, influencing skills, organizational skills, and the ability to work under pressure.

Is prior experience with a CRM system required?

Yes, prior experience of using a CRM system is required.

Will the Senior Customer Relationship Manager need to travel?

Yes, the role will require domestic travel.

What kind of companies will the Senior Customer Relationship Manager work with?

The manager will work with corporate customers, including global Fortune 500 companies across various sectors.

What opportunities are available for career development?

The FT offers an empowering culture that values curiosity and rewards smart, ambitious thinking, providing opportunities for career development.

What benefits are offered to employees in this role?

Benefits include generous annual leave, flexible working options, medical cover, enhanced parental packages, subsidized gym memberships, and Giving Back opportunities.

How does FT approach diversity and inclusion in the workplace?

FT is committed to providing an inclusive working environment and seeks to recruit talent from diverse backgrounds, ensuring that all employees feel they can be themselves at work.

What is the focus of the CRM regarding client engagement?

The focus is on developing annual sales plans, optimizing sales revenue, maximizing renewal and upsell opportunities, and building positive relationships with clients.

Will training be provided for the specific tools and systems used?

While the job description does not specify, typically, training is provided for any specific tools or systems used within the organization.

Can I request adjustments during the application process?

Yes, you can request adjustments as part of the application process or to enable you to attend an interview.

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Financial Times

Entertainment & Media
Industry
1001-5000
Employees
1888
Founded Year

Mission & Purpose

About the Financial Times The Financial Times is one of the world’s leading business news organisations, recognised internationally for its authority, integrity and accuracy. The FT has a record paying readership of one million, three-quarters of which are digital subscriptions. It is part of Nikkei Inc., which provides a broad range of information, news and services for the global business community.