Job Title: Customer Relations Manager
Location: Kana Headquarters
Department: Customer Service / Client Relations
Reports To: CEO
Job Summary:
The Customer Relations Manager is responsible for developing and maintaining strong relationships with customers to ensure high levels of customer satisfaction, loyalty, and retention. This role involves addressing customer needs, resolving complaints efficiently, and identifying opportunities to enhance customer experience.
Key Responsibilities:
Act as the main point of contact for key customers, addressing inquiries, concerns, and service issues promptly and professionally.
Develop and implement customer relationship strategies to improve satisfaction and loyalty.
Monitor customer feedback across various channels and implement continuous improvement initiatives.
Collaborate with internal teams (sales, support, product, etc.) to ensure seamless customer service.
Resolve escalated customer complaints or complex issues with professionalism and efficiency.
Maintain accurate records of customer interactions and transactions in CRM systems.
Analyze customer trends and data to recommend process improvements and drive customer success.
Deliver regular reports on customer satisfaction metrics and service performance.
Assist in the development and implementation of customer service policies and procedures.
Qualifications:
Bachelor’s degree in Business Administration, Communications, Marketing, or a related field.
Proven experience (3+ years) in customer service, account management, or a similar customer-facing role.
Strong interpersonal and communication skills, both verbal and written.
Excellent problem-solving abilities and conflict resolution skills.
Proficiency in CRM software (e.g., Salesforce, HubSpot, Zendesk).
Ability to multitask, prioritize, and manage time effectively.
High level of empathy, patience, and adaptability.