Customer Relationship Manager – Account Retention & Growth

About the role

The Customer Relationship Manager will be responsible for managing key accounts, building long‑term relationships, and maximising sales opportunities through cross‑selling and up‑selling. The role focuses on improving customer lifetime value and maintaining high retention rates.

Key responsibilities

• Act as the primary interface between customers and internal divisions, including sales and service teams.
• Maintain high customer retention and satisfaction by fostering strong client relationships and ensuring service requests are resolved within SLA.
• Coordinate with sales, technical, and service specialists to deliver optimal solutions and address account issues.
• Monitor customer feedback, conduct retention campaigns, and recommend improvements.
• Travel extensively to meet clients, understand service expectations, and promote the company’s brand.

Required profile

• Bachelor’s degree from a recognised institution (post‑graduate degree is a plus).
• 3–5 years of experience in client relations or customer service, preferably within the ISP or telecom sector.
• Excellent organisational, time‑management and conflict‑resolution abilities.
• Strong communication, problem‑solving and analytical skills.
• Self‑motivated team player with the ability to manage multiple priorities in a fast‑paced environment.