Role Overview
The Manager, SME Relationship Management will be responsible for building and leading a structured customer engagement strategy to drive retention and long-term business growth.
This is not a sales role—it is focused on relationship management, customer engagement, and retention. The ideal candidate has experience leading relationship management teams, particularly in financial services, telecom, or technology-driven environments serving SMEs.
Key Responsibilities
Customer Relationship Management & Retention
Build and execute a structured customer engagement process to foster strong relationships with SME customers.
Oversee a network of relationship managers who serve as trusted advisors for customers.
Ensure customers experience continuous value, leading to high retention and satisfaction.
Track and analyze customer health metrics, ensuring proactive engagement with at-risk customers.
Develop tailored strategies to increase Month-1 and Month-2 retention, driving sustainable growth.
Customer Success & Support Strategy
Develop personalized engagement playbooks that ensure customers are well-supported throughout their journey.
Collaborate with customer support to identify and resolve recurring customer pain points.
Maintain a deep understanding of customer needs and proactively provide insights that enhance their experience.
Ensure every customer receives the right level of guidance at key touch-points.
Team Leadership & Process Optimization
Recruit, train, and manage a team of relationship managers focused on customer success.
Set clear KPIs for engagement, product adoption, and retention rates.
Continuously refine processes to improve and scale customer relationship management.
Drive execution at speed, ensuring that relationship managers move with urgency to unlock value for customers.
Revenue Expansion
Identify opportunities for additional value creation within the customer base.
Implement strategies for expanding customer spend over time through upsells and feature adoption.
Ensure relationship managers recommend relevant product features based on customer needs.
Key Success Metrics
Your performance will be measured by:
Customer Engagement Rate – percentage of customers actively interacting with relationship managers
Month-1 & Month-2 Retention Rate – percentage of customers renewing after one month and two months.
Customer Satisfaction Score – Measured via NPS & feedback surveys
Revenue Expansion – Increased customer spend over time through deeper product usage.
Qualifications & Experience
7+ years experience in SME Relationship Management, or Customer Success
Proven experience leading and managing relationship managers working with SMEs.
Strong customer engagement and retention expertise, with a focus on long-term relationship building.
Excellent process management and execution skills—able to implement structured engagement strategies at scale.
Data-driven mindset—ability to track and optimize engagement and retention metrics.
Deep understanding of how SMEs adopt and use digital financial or communication products.
Strong leadership skills—able to drive execution while motivating a distributed team.
Apply via :
e.zohorecruit.com
