Account Support Manager -BLR - GMP

About The Role

The Customer Success & Retention Partner plays a vital role in ensuring customer satisfaction and long-term engagement. This role is responsible for managing the end-to-end renewal process, maintaining proactive communication, resolving service or billing concerns, and identifying opportunities to strengthen customer relationships. You will directly contribute to customer retention and revenue continuity.

Renewal Management & Tracking

• Maintain a structured system to track upcoming contract renewals.
• Prioritize outreach based on renewal timelines and account value.

Customer Communication & Engagement

• Engage with clients ahead of renewals to understand current needs.
• Ensure seamless renewal experiences through timely follow-ups via calls and emails.
• Regularly update CRM with interaction notes and client status.

Escalation & Coordination

• Escalate unresolved or complex cases to assigned Relationship Managers.
• Collaborate with internal teams to address any issues delaying renewals.

Revenue Collection Support

• Follow up on pending payments and assist in resolving billing issues.
• Coordinate with finance for smooth and timely collections.

Sales Support

• Identify and flag upsell or cross-sell opportunities during client conversations.
• Pass qualified leads to relevant sales or relationship teams.

Training & Onboarding

• Conduct onboarding sessions and training for new users.
• Maintain engagement through periodic courtesy calls during the renewal phase.

Quarterly Account Reviews

• Review account activity and usage data to detect underutilization or concerns.
• Gather feedback and work toward improving the overall customer experience.

Ideal Candidate Profile

• Strong verbal and written communication skills.
• Detail-oriented with excellent follow-up abilities.
• Customer-centric mindset and proactive problem solver.
• Experience in customer success, renewals, or inside sales is a plus.
• Proficient with CRM systems, Excel, and digital communication tools.