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 recent 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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