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