Job Description
Client Relationship Officer (Front-End)
Organization: Apnabusinez.com
Department: Sales & Client Acquisition / Client Services
Job Location: Begur, Bengaluru (Onsite)
Employment Type: Full-Time (In-house)
Reporting To: Sales Head / VP – Sales
Position Overview
The Client Relationship Officer (Front-End) is responsible for managing all client-facing interactions at the initial and ongoing stages of the client lifecycle. The role ensures effective client onboarding, clear communication, service coordination, and relationship continuity while supporting revenue conversion, retention, and service excellence objectives.
This position acts as the primary interface between clients and internal delivery teams, ensuring that client expectations are accurately captured, communicated, and fulfilled within defined timelines and service standards.
Key Responsibilities
1. Client Communication & Relationship Management
- Serve as the first point of contact for clients across phone, WhatsApp, email, and in-person interactions.
- Maintain professional, timely, and solution-oriented communication with all assigned clients.
- Manage client queries, requests, and escalations in line with service level agreements (SLAs).
2. Client Onboarding & Lifecycle Support
- Execute end-to-end client onboarding including documentation, KYC verification, and service scope confirmation.
- Coordinate with internal teams (Accounts, GST, TDS, ROC, Audit, Field Services) to ensure accurate and timely service delivery.
- Monitor onboarding timelines and ensure smooth handover to delivery teams.
3. Sales Support & Revenue Enablement
- Convert warm and inbound leads into active clients through consultative engagement and follow-up.
- Support cross-sell and upsell initiatives by identifying additional service requirements.
- Assist in renewals, retentions, and ongoing client engagement initiatives.
4. Process Adherence & CRM Management
- Maintain accurate and up-to-date records in CRM systems, including call logs, follow-ups, and client status.
- Track daily activities, client interactions, and service tickets.
- Prepare periodic reports on client status, conversions, and service performance.
Key Performance Indicators (KPIs)
- Lead-to-client conversion ratio
- Client onboarding turnaround time (TAT)
- Client retention and renewal rate
- Client satisfaction scores (CSAT/NPS)
- CRM data accuracy and reporting compliance
- SLA adherence and issue resolution timelines
Required Qualifications & Experience
- 1 to 4 years of experience in client servicing, inside sales, customer success, or front-end relationship management roles.
- Mandatory proficiency in Kannada and Hindi; working knowledge of English preferred.
- Strong interpersonal, communication, and coordination skills.
- Experience working with CRM systems and digital communication tools.
- Ability to manage multiple clients and tasks simultaneously in a fast-paced environment.
Preferred Qualifications
- Prior experience in CA firms, accounting, taxation, compliance, or professional services.
- Basic understanding of GST, TDS, ROC, accounting, or statutory compliance processes.
- Exposure to SLA-driven service environments.
Behavioral Competencies
- Client-centric mindset
- High level of ownership and accountability
- Attention to detail and process discipline
- Professional conduct and confidentiality
- Strong time-management and prioritization skills
Compensation
Compensation will be offered in line with the candidate’s experience, skill fitment, and internal compensation structure and may include fixed pay and performance-linked incentives.
Career Progression
Client Relationship Officer → Senior CRO → Client Success Lead → Client Experience / Relationship Manager
Authorized Signatory
P BALASUBRAMANIYAN
People Operations & HR Manager
Apnabusinez.com