Senior Customer Relations Manager

Are you a dynamic leader with a passion for building strong client relationships and driving customer success? At Finkraft, we are transforming how businesses manage GST compliance and financial automation. We are looking for a Client Onboarding & Training Lead who can ensure seamless onboarding, foster long-term client retention, and drive revenue growth through contract renewals and upsell opportunities. If you thrive in a customer-centric environment and enjoy translating data into compelling narratives, we want to hear from you!

• Seamlessly onboard new clients, ensuring they understand Finkraft’s processes, reports, and portal usage.
  


• Define clear service deliverables and communication protocols for long-term client success.
  


• Drive initial client success by ensuring early adoption of reports and services.
  


• Collect onboarding feedback and optimize processes for future clients.
  

• Build lasting relationships with clients to drive retention and encourage referrals.
  


• Proactively engage with clients to address potential churn risks and resolve service concerns.
  


• Manage overdue bills by coordinating with finance and ensuring smooth communication with clients.
  

• Recruit, build, and mentor a dynamic customer relations team that aligns with Finkraft’s vision.
  


• Implement structured training programs to upskill team members in handling client communication and escalations effectively.
  


• Establish scalable processes to ensure consistency in client interactions.
  

• Own the client contract renewal process, ensuring timely discussions and seamless execution.
  


• Identify upsell opportunities by analyzing client usage patterns and recommending relevant services.
  


• Maintain a consultative approach to educate clients on additional value-driven solutions.
  

• Lead effective quarterly business reviews (QBRs) and in-person client check-ins.
  


• Use data-backed storytelling to illustrate client wins, service impacts, and financial growth.
  


• Prepare and deliver engaging presentations to key stakeholders to reinforce Finkraft’s value.

Requirements

• Client-Centric Leader: Passionate about building long-term client relationships and delivering an exceptional experience.
  


• Strategic Thinker: Capable of identifying opportunities to enhance client success and drive business growth.
  


• Proactive Problem-Solver: Can anticipate client needs, mitigate risks, and handle escalations with ease.
  


• Strong Communicator: Able to translate complex data into compelling narratives for clients.
  


• Team Builder: Experienced in hiring, mentoring, and scaling a high-performing customer relations team.
  


• Adaptable & Tech-Savvy: Comfortable navigating a fast-paced fintech environment with evolving client needs.