– CRM Coordinator

Department: CRM / Customer Success

Reporting To: CRM Manager / Software Head

Role Overview The CRM Coordinator will be responsible for coordinating with clients after the sale, ensuring smooth onboarding and implementation, maintaining regular communication, tracking support requests, and ensuring customers are actively and effectively using the CRM software.

The role acts as the bridge between the Client, Sales, Implementation and Technical Support teams.

Key Responsibilities

Coordinate with new clients immediately after successful sales handover.

Manage the complete client onboarding journey and ensure implementation is completed within defined timelines.

Collect required client information, documents, configurations and setup requirements.

Schedule and coordinate software setup, training and go-live activities.

Maintain regular communication with clients through approved communication channels.

Ensure every client request, complaint or issue is properly logged, tracked and closed.

Coordinate with the technical/support team for issue resolution and provide timely updates to clients.

Follow up proactively instead of waiting for clients to escalate issues.

Maintain proper records of client communication, commitments and approvals.

Ensure clients understand CRM features and encourage maximum product adoption.

Identify clients who are inactive, dissatisfied or facing recurring issues and escalate them internally.





Conduct periodic client follow-ups and collect CSAT/customer feedback.

Coordinate renewal follow-ups and highlight potential churn risks before renewal dates.

Maintain onboarding, support, pending-task and customer-status trackers.

Ensure no verbal commitment made to a client remains undocumented.

Prepare daily/weekly reports covering onboarding status, open issues, escalations, client feedback and pending actions.

Key KPIs

Performance will primarily be measured on:

Onboarding completion within defined TAT

Client response and follow-up TAT

Number of pending/open client issues

Issue closure TAT

Customer satisfaction (CSAT)

CRM/product adoption

Client retention and renewal coordination

Reduction in customer escalations

Accuracy of CRM records and documentation

Timely internal and client communication

Skills Required

Strong communication and coordination skills, customer-handling ability, basic understanding of CRM/SaaS products, positive Excel/Google Sheets knowledge, disciplined follow-up, documentation skills, problem-solving ability and the ability to coordinate between multiple departments.

Ideal Candidate A proactive, process-driven and customer-focused professional who takes end-to-end ownership of the customer journey after the sale and ensures that every client receives timely onboarding, communication, support and follow-up.

📌 Customer Relationship Management Coordinator (India)
🏢 Pro Ultimate
📍 India