Senior Executive - Customer Relationship Management
Senior Executive - Customer Relationship Management
Posted on :
27-08-2025
Employer Active
1 Vacancy
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Job Description
Role Definition:
The Senior Executive CRM will be responsible for smooth onboarding and engagement of doctors hospitals and healthcare partners. This includes onboarding account management engagement payment follow-ups and issue resolution. The role ensures partners are integrated smoothly serviced consistently and retained long-term with high satisfaction.
Deliverables:
- Execute standardized partner onboarding tasks and checklists.
- Continuous engagement through structured interactions.
- Efficient issue resolution and escalation handling.
- Timely collection of payments with minimal overdue.
- Ensure field SOP compliance documentation reporting and feedback logs.
Task and Activities:
Client Onboarding & Activation
- Collect and verify all mandatory documentation (Proofs KYC MOU Service level agreement payment terms etc).
- Enter client details in CRM/LIMS map pricing slabs and activate logistics routes.
- Conduct a structured onboarding orientation covering services reporting TAT escalation matrix and billing cycles.
- Ensure the first transaction (sample pickup and billing) is completed within defined timeperiod.
- Prepare and circulate Go-Live Confirmation Mail with attached checklist and Client Code to all stakeholders.
Client Engagement & Relationship Management
- Maintain regular communication through calls visits and emails with defined touchpoints per client per month.
- Execute communication (WhatsApp mailers) for operational updates campaigns or SOP changes.
- Acknowledge client queries and escalations within 2 working hours. Resolve minor issues to major issues within defined TAT by coordinating with relevant teams.
- Record all issues and corrective actions ensuring closure is communicated to the client. Escalate unresolved cases to the Manager/Zonal Head with complete documentation.
- Conduct quarterly satisfaction surveys (CSAT) through structured feedback tools. Analyze feedback for trends and insights. Implement retention plans for critical clients in coordination with internal teams.
- Report satisfaction levels and improvement suggestions to management.
Payment Collection & Revenue Assurance
- Share invoices and payment reminders as per defined timelines. Maintain a weekly collection tracker (due vs. received vs. overdue).
- Follow a structured reminder cycle. Escalate overdue cases with recommendations for resolution.
- Track sales volume drop trends (>20% decline) and initiate corrective action.
Cross-Functional Coordination
- Coordinate with Logistics for pickup route deviations and urgent requests.
- Align with Accounts for billing clarifications and overdue support.
- Work with Operations and Lab Teams to resolve TAT delays report errors and sample rejection cases.
- Track and report SLA closures of all inter-departmental requests.
Reporting & Compliance
- Update dashboard with calls visits escalations collections and satisfaction scores.
- Submit monthly dashboards on onboarding engagement collections and escalations.
- Present monthly reviews on client performance test volumes and revenue contribution.
- Ensure strict adherence to compliance confidentiality and service level standards.
Success Metrics:
- % of clients onboarded within defined TAT
- Accuracy of documentation & data entry
- Client Satisfaction Score (CSAT)
- No. of escalations resolved within SLA
- % of payments collected within due dates
- Average Debtor Days
Required Experience:
Senior IC
Employment Type
Full Time
Key Skills
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