Company Description

Ice Warp provides comprehensive solutions for streamlining business processes and enhancing team collaboration. With tools for real-time collaboration, seamless sharing, and integration of virtual office functions, Ice Warp offers a powerful alternative to MS 365 and Google Workspace.

Trusted by over 50 million paid users and 50,000 customers worldwide, the platform is recognized across 50+ countries for its security, efficiency, and ease of use. Since its inception in 2001, Ice Warp has been independently developed and continuously updated to meet evolving organizational needs.

Role Description

This is a full
-time on-site role located in Mumbai for a Sr.
Manager

- CRM. The Sr.

Manager

- CRM will oversee the development, implementation, and management of customer relationship strategies to boost sales and customer satisfaction.

Responsibilities include analyzing customer data, segmenting target markets, leading CRM projects, and collaborating with internal teams.

The role requires a detail-oriented individual to align CRM strategies with business goals and optimize customer experience.

Key Responsibilities

1. Customer Relationship Management

o Serve as the primary point of contact for high-value clients, ensuring their needs are met and

expectations exceeded.

o Build and maintain long-term relationships to foster trust.

o Create targeted campaigns and initiatives to engage customers, drive usage, and promote loyalty.

o Actively engage with clients to gather feedback and address concerns promptly.

1. Customer Journey Mapping & Revenue Maximization

o Map out the end-to-end customer journey to identify touchpoints and opportunities for improvement.





o Identify opportunities for up-selling and cross-selling aligned with the client’s goals and company

offerings.

o Develop account strategies to drive business growth and ensure profitability.

o Collaborate with sales and marketing teams to create tailored proposals for clients.

1. Strategic Planning & Execution

o Develop and implement customer relationship strategies that align with the organization’s objectives.

o Monitor client metrics and KPIs, including satisfaction scores, retention rates, and revenue.

o Creating custom centric programs for client servicing and retentions.

o Anticipate client needs and proactively suggest solutions to address challenges.

o Collaborate with cross-functional teams to ensure alignment of CRM initiatives with product

development, marketing, sales, and support efforts

1. Team Leadership & Collaboration

o Mentor and guide junior relationship managers or account executives.

o Collaborate cross-functionally with internal teams, including product, sales, and customer support, to

deliver seamless client experiences.

o Act as a client advocate during organizational decision-making processes.

1. Customer Support and Service Excellence

o Oversee the customer support function to ensure prompt and effective resolution of customer inquiries,

issues, and concerns.

o Implement service level agreements (SLAs) and performance metrics to monitor and improve the quality

of customer support.





o Develop training programs and resources to empower support teams to deliver exceptional service.

1. Data Analytics, Reporting & Documentation

o Maintain accurate records of client interactions, contracts, and other relevant details in CRM tools.

o Translate data-driven insights into actionable strategies for enhancing the customer experience

o Prepare and present reports on key performance indicators (KPIs) related to customer satisfaction,

revenue forecasts, retention, and loyalty programs to senior leadership.

Qualifications

- 12+ years of experience in customer relationship management, account management, or a similar role, with at least 7+ years in a senior and team handling position is must.
- Preference will be given to female candidates with relevant experience in CRM, Client facing and having experience in devising strategies for Key Accounts, Large Accounts, Government Accounts.
- Traveling across in India for large Account meetings.
- Leadership and mentoring capabilities.
- Robust Analytical Skills to interpret data and derive actionable insights.
- Effective Communication skills to collaborate with cross-functional teams and present ideas clearly.
- Proven experience in Sales and expertise in Market Segmentation to strategize customer engagement and retention.
- Project Management skills for implementing CRM projects and streamlining processes.
- Experience with CRM platforms like Salesforce and understanding of customer lifecycle management is a plus.
- Ability to adapt to dynamic work environments and meet organizational objectives.
- Bachelor’s degree in Business Administration, Marketing, or a related field; advanced degree preferred.

📌 Sr. Manager - CRM (Mumbai)
🏢 IceWarp India
📍 Mumbai