CRM Manager

About the Role

We are looking for a CRM Manager who will be responsible for managing and strengthening relationships with our NBFC clients, ensuring smooth client onboarding, driving product adoption, resolving client issues, and identifying opportunities for account growth.

The ideal candidate should have strong client relationship management, stakeholder management, problem-solving and coordination skills, along with an understanding of FinTech/NBFC products and processes.

The role will involve working closely with clients, internal product/technology teams, sales teams and external technology/service vendors to ensure a seamless customer experience.

Key Responsibilities

Client Relationship Management

Manage a portfolio of existing NBFC/FinTech clients and serve as the primary point of contact for key client stakeholders.

Build and maintain strong, long-term relationships with customers, channel partners and senior stakeholders.

Conduct regular client meetings and check-ins to understand business requirements, challenges and expectations.

Proactively identify customer concerns, risks and opportunities and ensure timely resolution.

Maintain strong communication with clients throughout the customer lifecycle.

Client Onboarding & Implementation

Manage end-to-end onboarding of NBFC clients, ensuring smooth and timely implementation.

Coordinate with internal teams to ensure successful activation, integration and adoption of products/services.

Coordinate with external technology/service partners for timely onboarding and service activation.

Track onboarding timelines, dependencies, issues and deliverables to ensure adherence to agreed SLAs.

Ensure a smooth transition from onboarding to regular account management.

Product Adoption & Customer Success

Drive product adoption and increase utilization across existing customer accounts.

Understand customer requirements and work with internal teams to provide appropriate solutions.

Conduct product demonstrations, training sessions and client webinars where required.

Educate customers on new features, services and capabilities.

Monitor customer engagement and proactively address adoption gaps.

Vendor & Partner Coordination

Coordinate with external vendors and service providers involved in client onboarding and integrations.

Manage communication and follow-ups with technology/service partners to ensure timely issue resolution.

Track vendor performance against agreed SLAs.

Maintain service trackers and ensure all onboarding and support activities are properly documented.

Account Growth & Upselling

Identify upselling, cross-selling and expansion opportunities within the existing client portfolio.

Work closely with the Sales/Business Development team to convert identified opportunities.

Understand customer business requirements and recommend relevant Graviton products and services.

Contribute to account expansion and incremental revenue from existing customers.

Customer Issue & Escalation Management

Act as the central point of coordination for customer issues and escalations.

Work with Product, Technology, Implementation and Support teams to drive issues toward resolution.

Ensure timely communication with customers regarding issue status and resolution.

Identify recurring issues and work with internal teams to improve processes and customer experience.

MIS, Reporting & KPI Management

Maintain accurate CRM records, client trackers and account information.

Prepare and maintain dashboards for

Client onboarding TAT

SLA adherence

Issue resolution

Product adoption

Customer engagement

Account growth

Customer retention

Prepare periodic reports for management highlighting account health, risks, opportunities and performance.

Identify trends and recommend improvements based on customer data.

Cross-functional Collaboration

Collaborate closely with Sales, Product, Technology, Implementation, Support and Finance teams.

Translate customer requirements into actionable internal tasks.

Ensure alignment between customer expectations and internal delivery.

Participate in internal reviews for key accounts and strategic customers.

Required Skills

Excellent client relationship management skills

Strong verbal and written communication

Stakeholder and escalation management

Strong follow-up and coordination skills

Problem-solving and analytical ability

Ability to manage multiple client accounts simultaneously

Good understanding of CRM processes and customer lifecycle management

Strong MS Excel/Google Sheets and reporting skills

Ability to prepare and interpret KPI dashboards

Strong presentation and client-facing skills

Preferred

Experience in FinTech, NBFC, Banking, Lending or SaaS

Experience handling enterprise/B2B clients

Experience with client onboarding and implementation

Exposure to API integrations and technology/service vendors

Understanding of lending ecosystem, LOS/LMS/BRE, eSign, E-NACH, UPI mandates, WhatsApp Business API, IVR, bureau services, etc.

What We're Looking For

We are looking for someone who is customer-focused, proactive and commercially oriented—someone who can not only manage customer relationships but also understand customer needs, drive adoption, resolve issues and identify opportunities for account growth.

The person should be comfortable taking ownership of client engagements from onboarding adoption support retention expansion.

Why Join Graviton?

Join Graviton, a growing FinTech product company building technology solutions for the NBFC and lending ecosystem. You will get an opportunity to work directly with financial institutions, technology partners and cross-functional teams while playing a key role in building long-term customer relationships and business growth.