Client Relationship Executive

Kahani by i2c Events · Remote, India

Role Objective:

• The Client Relationship Executive (CRE) is responsible for managing post-closing client coordination, ensuring milestone-wise payment collections, timely reporting, and smooth communication between clients, finance, and internal teams. The role focuses on building trust and maintaining long-term relationships through systematic follow-ups and documentation.

Key Responsibilities:

1. Client Communication & Relationship Management

• Source and maintain accurate client and vendor contact details.
• Call clients regularly to share updates, gather feedback, and maintain strong relationships.
• Send personalized greetings for birthdays, anniversaries, etc., to nurture rapport.
• Participate in daily CRM review sessions with stakeholders.
• Resolve client queries promptly and professionally.

2. Payment Collection & Billing Coordination

• Ensure milestone-wise payment collection within timelines.
• Share invoices and UTRs promptly and maintain a clear audit trail.
• Coordinate invoice/bill generation with Accounts.
• Confirm final deliverables and amounts with Client Servicing before billing.

3. Documentation & Reporting

• Record all interactions, approvals, and updates in CRM and email/WhatsApp summaries.
• Maintain structured data templates for smooth coordination across departments.
• Avoid verbal-only updates; ensure all communication is documented.
• CC Finance and Client Servicing on all payment-related emails.

4. Escalation & Follow-up

• Follow embedded SOP for payment follow-ups:
• D0: Thank-you & summary
• D3: Gentle nudge
• D7: Reminder + offer help
• D10: Firm, solution-oriented reminder
• D15: Escalation with full context
• Flag ageing, disputes, or documentation gaps proactively.

5. Client Servicing & After-Sales Support

• Ensure client satisfaction from order placement until final payment.
• Collect true feedback and resolve queries diligently.
• Act as a point of contact for complaints and escalate issues to the concerned team.

Competency Requirements:

Skills Needed:

• Excellent communication: soft-spoken, polite, professional (English/Hindi; Gujarati preferred).
• Persuasion, rapport-building, and phone/meeting etiquette.
• Listening, questioning, and proactive problem-solving.
• Consistency, patience, and empathy in follow-ups.
• Tech-savvy: Google Docs, Sheets, Excel, CRM, professional email/WhatsApp etiquette.

Knowledge Areas:

• Wedding/event planning basics.
• Billing systems, client documentation, and vendor networks.
• Internet research and data collection.

Traits & Self-Image:

• Confident, high-energy, go-getter mindset.
• Honest, persistent, and eager to learn.
• Warm, hospitable, client-friendly approach.
• Passionate about growth and process improvement.

Workflow & Reporting:

• CRE coordinates post-closing with Client Servicing, Production, and Finance.
• Reports directly to Finance (Cost Controller + Accounts) with alignment to Growth Head.
• Top 2 priorities: polite, consistent, documented follow-ups & timely milestone-wise collections.

Salary Range:

• 15k to 20k per month

(Based on experience, skills, and overall fit.)