Senior Customer Relations Manager

About the Role 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! Key ResponsibilitiesClient Onboarding & Training Seamlessly onboard new clients, ensuring they understand Finkrafts 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. Retention, Referrals & Billing Escalation 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. Building & Scaling the Customer Relations Team Recruit, build, and mentor a dynamic customer relations team that aligns with Finkrafts 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. Contract Renewals & Upsell Opportunities 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. Client Meetings & Storytelling with Data 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 Finkrafts value. Requirements What Were Looking For 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. .