Customer Relations Manager

Role Overview

We are looking for a Customer Relations leader to manage and scale Amuras Customer Relations team, which is responsible for client onboarding, relationship management, conversion, and revenue growth, while delivering a consistent, high-quality customer experience.

This role reports directly to the Head of Customer Relations and plays a critical role in improving conversions, solving systemic issues, managing escalations, and building long-term client relationships through the team.

Key Responsibilities

Conversion & Revenue Growth

• Own and drive conversion rate improvement across the inbound customer funnel
• Analyse lead journeys, drop-offs, objections, and decision behaviour to improve enrolment outcomes
• Continuously refine client engagement frameworks, pitch approaches, and conversation quality
• Coach the team on relationship-led, consultative conversion techniques
• Track and improve revenue, conversion ratios, and deal quality

Customer Relations & Relationship Management

• Build and maintain strong, long-term, trust-based relationships with clients
• Set the benchmark for high-quality relationship management and teach the team to replicate it consistently
• Ensure client conversations are ethical, empathetic, and outcome-driven
• Act as an escalation point for high-value, complex, or sensitive client situations

Customer Experience Ownership

• Own the customer experience delivered during onboarding and early lifecycle stages
• Ensure consistency, empathy, and clarity across all customer interactions
• Monitor CX metrics (CSAT, NPS, qualitative feedback) and translate insights into action
• Balance short-term business outcomes with long-term customer trust and retention

Escalation Management & Resolution

• Own client and internal escalations end-to-end
• Ensure timely resolution with clear communication and accountability
• Identify recurring escalation patterns and convert them into process or training improvements
• Work cross-functionally to prevent repeat escalations

Systemic Problem Identification & Solutions

• Identify systemic errors across processes, communication, tooling, or handoffs
• Conduct root-cause analysis instead of surface-level fixes
• Design and implement scalable, long-term solutions
• Partner with cross-functional teams to close gaps and improve overall system reliability

Team Leadership & Performance Management

• Lead, coach, and manage the Customer Relations team
• Set clear expectations across conversion, experience quality, and productivity
• Drive regular performance reviews, feedback cycles, and continuous coaching
• Build strong second-line leaders and a healthy leadership pipeline
• Proactively manage morale, engagement, and attrition

Training, Enablement & Capability Building

• Design and execute structured training programs focused on:
• Relationship management excellence
• Conversion optimisation and objection handling
• Customer psychology and decision-making
• Run regular call reviews, role-plays, and coaching sessions

Strategy, Roadmap & Cross-Functional Collaboration

• Partner with the Head of Customer Relations to define the teams short-term and long-term roadmap
• Build SOPs, playbooks, and performance frameworks
• Share structured customer insights to influence decisions and improvements with the internal teams

What were looking for:

• 8 to 12+ years of experience in:
• Client Relationship Management
• Inside Sales / Inbound Sales
• Customer Acquisition / Revenue Operations
• Proven experience managing targets, funnels, and performance metrics
• Strong understanding of consultative or solution selling
• Experience in healthcare, health-tech, wellness, or service-led businesses is a strong plus

Here are answers to some questions you may have

Where is your office?

Chennai (Velachery)

Work Model

Work from Office because great stories are built in person!

Do you have an online presence?

(we are @AmuraHealth on all social media)

For better insights: