Customer Relationship Manager, B2B E-Commerce Platform
Coimbatore, Tamil Nadu · Full-time · On-site

About the role

You are the primary point of contact across the full customer lifecycle for buyers, sellers, manufacturers, exporters and traders on the platform. You take them from registration through to active, repeat use: onboarding them properly, driving adoption, resolving what gets in their way, and keeping them on the platform. Success in this role is measured by how many registered users become active ones and stay active.

Onboarding and activation
Assist buyers and sellers with registration and KYC completion.
Guide users through profile creation and platform setup, ensuring product catalogues, company profiles and certifications are uploaded correctly.
Conduct platform demonstrations and user orientation sessions.
Coordinate onboarding of strategic customers with Sales and Business Development.

Relationship management
Build solid relationships with key buyers and suppliers, acting as the primary contact for assigned accounts.




Understand customer requirements and recommend the platform features that fit them.
Conduct regular follow-ups to maintain engagement.

Support and issue resolution
Handle enquiries received by phone, email, chat and the support portal.
Resolve operational and process issues within agreed service levels.
Coordinate with IT, Operations, Finance and Sales for timely resolution.
Record, investigate and resolve complaints, analysing root causes and recommending preventive action.
Escalate critical issues and monitor them through to closure, keeping the customer informed throughout.

Engagement and retention
Encourage active participation from registered users, promoting RFQ creation, quotation submission, negotiation and order placement.
Identify customers at risk of going inactive and run recovery plans.
Facilitate communication between buyers and sellers where needed.
Develop retention and loyalty initiatives, and promote renewals of

📌 Customer Relationship Manager,B E-Commerce Platform (Coimbatore)
🏢 Colleve
📍 Coimbatore