Job Title: Client Retention Executive
Location: Pune, India
Company: CrelioHealth

Job Summary


The Client Retention Executive is responsible for maintaining and nurturing relationships with clients to ensure their continued satisfaction and loyalty to our company’s services/products. This role is crucial to increasing customer lifetime value and reducing churn through proactive communication, problem-solving, and strategic relationship management.


Key Responsibilities:

• Client Relationship Management: Develop and maintain long-term relationships with clients, acting as the main point of contact and understanding their needs and objectives.
  Account Monitoring: Track client satisfaction levels and proactively address any potential issues or risks of churn.

• Renewals and Retention: Drive renewals, upselling, and cross-selling opportunities through a thorough understanding of alignment with client needs and offerings.

• Feedback Collection: Regularly gather feedback from clients and communicate it to relevant teams for product or service improvements.

• Data Analysis and Reporting: Monitor key retention metrics and prepare reports, analysing trends to identify opportunities for improving client satisfaction and retention rates.

• Conflict Resolution: Address client complaints and resolve any issues efficiently, keeping clients informed of steps taken to remedy any concerns.


Qualification: Bachelor’s degree (Business, Marketing, Communications, or a related field)
 

Experience: 1-3 years in client relationship management, customer success, or account management.

 

Skills:
 

·      Excellent communication and interpersonal skills.
 

·      Problem-solving and conflict-resolution capabilities.
 

·      Strong organizational skills and attention to detail.
 

·      Ability to analyse data and derive insights to guide retention strategies.
 

·      Familiarity with CRM software and client success metrics.

Key Performance Indicators (KPIs)
 

·      Client retention rate
 

·      Churn rate
 

·      Customer satisfaction score (CSAT)
 

·      Net Promoter Score (NPS)
 

·      Renewal and upsell success rate

·      Personal Attributes
 

·      Proactive and self-motivated
 

·      Client-centric mindset
 

·      Ability to work in a team and independently
 

·      Empathy and patience in client interactions

About CrelioHealth
CrelioHealth is a fast-growing health-tech product company delivering cloud-based LIMS, RIS, CRM, and Inventory solutions to diagnostics labs and hospitals globally. We are building scalable systems that power modern healthcare operations.

Website: www.creliohealth.com