Role Objective:
The Client Relationship Executive (CRE) is responsible for managing post-closing client coordination, ensuring milestone-wise payment collections, timely reporting, and smooth communication between clients, finance, and internal teams. The role focuses on building trust and maintaining long-term relationships through systematic follow-ups and documentation.
Key Responsibilities:
1. Client Communication & Relationship Management
Source and maintain accurate client and vendor contact details.
Call clients regularly to share updates, gather feedback, and maintain robust relationships.
Send personalized greetings for birthdays, anniversaries, etc., to nurture rapport.
Participate in daily CRM review sessions with stakeholders.
Resolve client queries promptly and professionally.
2. Payment Collection & Billing Coordination
Ensure milestone-wise payment collection within timelines.
Share invoices and UTRs promptly and maintain a clear audit trail.
Coordinate invoice/bill generation with Accounts.
Confirm final deliverables and amounts with Client Servicing before billing.
3. Documentation & Reporting
Record all interactions, approvals, and updates in CRM and email/WhatsApp summaries.
Maintain structured data templates for smooth coordination across departments.
Avoid verbal-only updates; ensure all communication is documented.
CC Finance and Client Servicing on all payment-related emails.
4. Escalation & Follow-up
Follow embedded SOP for payment follow-ups:
D0: Thank-you & summary
D3: Gentle nudge
D7: Reminder + offer help
D10: Firm, solution-oriented reminder
D15: Escalation with full context
Flag ageing, disputes, or documentation gaps proactively.
5. Client Servicing & After-Sales Support
Ensure client satisfaction from order placement until final payment.
Collect true feedback and resolve queries diligently.
Act as a point of contact for complaints and escalate issues to the concerned team.