This CRM Manager will be responsible for managing and strengthening relationships with NBFC clients, ensuring smooth client onboarding, driving product adoption, resolving client issues, and identifying opportunities for account growth. The role involves working closely with clients, internal product/technology teams, sales teams, and external technology/service vendors to ensure a seamless customer experience.
Responsibilities
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
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
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
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
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
Act as the central point of coordination for customer issues and escalations
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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
Maintain accurate CRM records, client trackers, and account information
Prepare periodic reports for management highlighting account health, risks, opportunities, and performance
Identify trends and recommend improvements based on customer data
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
Requirements
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
Nice to have:
Experience in FinTech, NBFC, Banking, Lending, or SaaS
Experience handling enterprise/B2B clients
Experience with client onboarding and implementation
Exposure to API integrations and technology/service vendors
Understanding of lending ecosystem, LOS/LMS/BRE, eSign, E-NACH, UPI mandates, WhatsApp Business API, IVR, bureau services, etc.
About the Company
Graviton is a growing FinTech product company building technology solutions for the NBFC and lending ecosystem. Joining Graviton offers the opportunity to work directly with financial institutions, technology partners, and cross-functional teams while playing a key role in building long-term customer relationships and business growth.
