Customer Relationship Manager

Company Description Genefied is a B2B vertical SaaS company that provides innovative loyalty solutions to help consumer brands connect more effectively with their customers and strengthen retention. Using QR codebased, cost-effective platforms, Genefied supports loyalty, customer retention, and revenue growth for leading Indian brands across industries such as bathware, plywood, auto parts, electronics, helmets, wires, FMCG, tyres, and home equipment. The companys product suite includes anti-counterfeiting, supply chain traceability, retailer loyalty, consumer loyalty, digital warranty activation, and certificate authentication solutions. Genefieds technology helps brands protect against counterfeit products, capture valuable consumer data, expand retailer models, and drive sales and e-commerce adoption. Recognized with the Best Upcoming Anti-Counterfeiting Technology award, Genefied offers modern solutions to long-standing challenges in brand protection and loyalty.

Role Description This is a full-time remote role for a Customer Relationship Manager at Genefied. The Customer Relationship Manager will manage and grow relationships with brand clients, acting as a primary point of contact to understand their business goals and ensure successful use of Genefieds loyalty and anti-counterfeiting solutions. Day-to-day tasks include onboarding new clients, conducting product walkthroughs, coordinating implementations with internal teams, and monitoring account performance and usage metrics. The role involves handling client queries and escalations, gathering feedback, identifying upsell or cross-sell opportunities, and preparing regular reports and presentations on solution impact and ROI. The Customer Relationship Manager will collaborate closely with sales, product, and support teams to improve customer experience and contribute to long-term client retention.

Qualifications

• Strong client relationship management and account management skills, including experience handling B2B clients and managing multiple stakeholders.
• Customer success and retention skills, with the ability to understand client objectives, drive adoption of SaaS solutions, and identify upsell and cross-sell opportunities.
• Communication and collaboration skills, including clear written and verbal communication, presentation skills, and the ability to work effectively with cross-functional teams.
• Analytical and problem-solving skills to interpret client data, track key metrics, prepare performance reports, and proactively address operational or product issues.
• Basic technical aptitude and comfort with SaaS platforms, CRM tools, and data dashboards, with the ability to explain product features and workflows to non-technical stakeholders.
• Relevant experience in customer success, account management, or client servicing, preferably in SaaS, loyalty solutions, or marketing technology.
• Bachelors degree in Business, Marketing, Communications, or a related field, or equivalent practical experience.
• Ability to work independently in a remote environment, demonstrate ownership