RELATIONSHIP MANAGER

Location: Karkardooma, New Delhi
Department: Sales & Customer Success
Reporting To: Sales Head / National Sales Manager
Employment Type: Full-Time

About the Role
We are looking for a proactive and customer-focused Relationship Manager to manage and strengthen relationships with clients across the North region. The role is responsible for ensuring seamless post-sales engagement, customer retention, service continuity, and identifying opportunities for upselling and cross-selling, particularly for high-value key accounts.

Key Responsibilities
Client Relationship Management
 Maintain strong post-sales relationships with all assigned clients.
 Act as the primary point of contact for customer engagement and support.
 Conduct regular follow-ups and proactive customer interactions to ensure satisfaction.
 Build long-term relationships that enhance customer loyalty and retention.

Key Account Management
 Manage and nurture high-value accounts, especially customers with equipment purchases above ₹5 Lakhs.
 Ensure timely communication regarding service schedules, warranty renewals, and Annual Maintenance Contracts (AMC).
 Conduct periodic business reviews with key customers.

Upselling & Cross-Selling
 Identify opportunities to promote consumables, equipment upgrades, service contracts, and additional product offerings.
 Generate business opportunities from the existing customer base.
 Coordinate with the sales team for commercial closures and documentation.

Service Coordination
 Work closely with the service and technical teams to ensure smooth installations and issue resolution.
 Monitor customer complaints and ensure timely closure.
 Maintain high service standards and customer experience.

CRM & Data Management
 Maintain accurate and updated customer records in CRM.
 Record all customer interactions, opportunities, service requests, and follow-up activities.
 Ensure complete data hygiene and reporting accuracy.

Territory Management
 Take ownership of the assigned North region customer database.
 Ensure smooth relationship transition for existing and newly acquired accounts.
 Travel within the assigned territory as required.

Requirements
 3–6 years of experience in Relationship Management, Key Account Management, Customer Success, or B2B Sales.
 Preferred industry experience in Dental Equipment, Medical Devices, Healthcare, Diagnostics, Capital Equipment, or related sectors.
 Strong communication, negotiation, and relationship-building skills.
 Comfortable learning and explaining technical or clinical products.
 Proficiency in CRM tools and Microsoft Office.
 Fluent in Hindi and English.
 Willingness to travel across the North region.

Key Performance Indicators (KPIs)
 Customer Retention Rate
 Key Account Renewal Rate
 Upsell & Cross-Sell Revenue Generation
 Customer Satisfaction & Service Resolution
 CRM Data Accuracy & Completeness
 Customer Contact Cadence Adherence

Compensation & Benefits
 Competitive Fixed Salary
 Attractive Sales Incentives
 Provident Fund (PF)
 ESIC Benefits
 Gratuity
 Paid Leaves
 Employee Referral Program
 Employee Fitness Policy
 Career Growth and Development Opportunities

Working Schedule
 Monday to Friday: 09:30 AM – 06:30 PM
 Saturday: 09:30 AM – 04:00 PM