Position Overview
The Client Relationship Manager (CRM) will be responsible for ensuring a seamless and exceptional client experience throughout the lifestyle disease reversal journey. The role involves client onboarding, relationship management, follow-ups, issue resolution, coordination with internal clinical teams, and payment tracking to ensure high client satisfaction, retention, and program success.

Key Responsibilities
1) Client Onboarding & Relationship Management
Welcome current clients and clearly explain the complete program flow, expectations, timelines, and communication protocols.
Serve as the primary point of contact for all client queries, support requests, feedback, and escalations.
Build strong, empathetic, and professional relationships with clients to ensure trust and long-term engagement.
Ensure smooth onboarding by coordinating all required introductions with nutritionists, diabetologists, yoga trainers, and support teams.
Educate clients on clinic processes, consultation schedules, follow-up formats, and digital communication channels.

2) Client Support & Issue Resolution
Address concerns related to program execution, diet plans, doctor consultations, yoga sessions, scheduling, and technical support.
Handle complaints with empathy, professionalism, and urgency.
Ensure all client issues are resolved within defined TAT timelines.
Escalate unresolved or critical issues to the concerned department and management.
Proactively identify dissatisfaction risks and take preventive action to improve client retention.

3) Program Tracking & Follow-ups
Monitor each client’s complete journey through the program and ensure all milestones are achieved on time.
Track consultation schedules, diet reviews, yoga sessions, and progress checkpoints.
Send timely reminders for appointments, reviews, renewals, and pending actions.
Follow up regularly via calls, WhatsApp, or email to maintain engagement and accountability.
Drive renewals, repeat enrollments,



and referral opportunities through proactive relationship building.

4) Payment Management
Professionally follow up on pending, partial, or delayed payments.
Coordinate closely with the accounts and billing team to reconcile payment records.
Ensure all financial commitments are completed before program closure.
Support clients with invoice sharing, payment links, and clarification on billing queries.
Maintain accurate payment follow-up tracker and aging reports.

5) Documentation & Reporting
Maintain detailed and updated CRM records of client interactions, feedback, complaints, and resolutions.
Document client progress, escalations, renewals, and service gaps.
Prepare daily / weekly MIS reports on:
Client satisfaction
Program adherence
Drop-off risks
Renewal status
Payment status
Referral conversions
Share actionable insights with management to improve service quality and patient experience.

6) Retention, Feedback & Experience Enhancement
Collect testimonials, Google reviews, and success stories from satisfied clients.
Conduct satisfaction surveys and NPS-style feedback collection.
Identify opportunities to improve customer journey and internal service delivery.
Work on client retention strategies to reduce churn.
Support marketing with referral leads, patient stories, and campaign engagement.

7) Internal Coordination & Process Compliance
Work closely with doctors, dieticians, telecallers, yoga trainers, and support teams for seamless service execution.
Ensure all internal handovers are smooth and documented.
Follow SOPs, data privacy rules, and clinic communication standards.
Maintain confidentiality of patient data and sensitive health information.
Support management in process improvement initiatives.

Preferred Skills
Strong communication and relationship-building skills
Excellent follow-up and coordination ability
Problem-solving and complaint resolution mindset
CRM software / Google Sheets / Excel reporting knowledge
Patient-centric and empathetic approach
Strong documentation and MIS reporting skills

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