The Client Relationship Executive will play a dual-impact role responsible for both client acquisition support and delivery excellence. This role acts as the central bridge between Lead Generation, Sales, Post-Sales, and Delivery Teams, ensuring that potential clients are effectively engaged, qualified, and smoothly transitioned into successful project delivery.
The position ensures that new leads are nurtured, clients are properly onboarded, and orders are fully verified before execution, preventing delivery failures, refund situations, and client dissatisfaction.
By combining lead engagement with delivery governance, this role strengthens the company’s revenue pipeline, operational quality, and long-term client retention.
This role has been created to resolve two major operational gaps:
1. Lead Pipeline & Client Engagement Challenges
Inconsistent prospect outreach and database development
Limited early-stage engagement with potential clients
Missed opportunities for referrals and network-based lead generation
2. Order Delivery & Client Handover Failures
Orders being created without complete documentation or access links
Lack of structured handover between Sales and delivery teams
Experts receiving incomplete instructions or insufficient client context
Scope changes during delivery without proper client coordination
Near-refund situations arising from poor order verification
This role ensures a seamless pipeline from lead discovery to successful delivery.
Conduct research to identify potential clients across multiple channels.
Utilize social media platforms, professional networks, and referrals to identify prospective leads.
Develop ethical and innovative strategies to obtain contact information of potential clients and decision-makers.
Build and maintain a structured database of prospects for business development activities.
Continuously expand the company's lead pipeline through networking and outreach initiatives
Initiate contact with prospective clients through calls, emails, and social media outreach.
Present the company’s services clearly and persuasively to generate interest.
Build rapport with potential clients and maintain regular follow-ups.
Address preliminary client queries and provide relevant information regarding services.
Identify and nurture potential leads until they are ready for sales engagement.
Evaluate client interest and project requirements based on predefined qualification criteria.
Document important details from client discussions, including scope, expectations, and timelines.
Transfer qualified and warmed-up leads to the Sales team for further conversion discussions.
Ensure seamless communication between lead generation and sales teams during the handover process.
Review every new order created by the Sales team before assignment to experts.
Confirm that all required documents, logbooks, case studies, instruction links, and deliverables are present and accessible.
Reject or flag incomplete orders and coordinate with Sales to rectify missing information.
Ensure order instructions accurately reflect the client’s original requirements and communication.
Conduct client re-verification calls to confirm scope, deliverables, deadlines, and payment alignment.
Ensure smooth transition from Sales to Delivery teams with complete project context.
Document and upload all client requirements, credentials, and supporting files into the order panel before expert allocation.
Maintain clear records of client communication and scope confirmation.
Act as the primary escalation point when issues arise during project delivery.
Support experts by coordinating with Sales, Post-Sales, and QC Team.
Manage client expectations in cases of scope changes, revisions, or rework.
Facilitate client calls or meetings to resolve delivery conflicts and maintain project progress.
Enforce the SSS Stamp and Code Ownership process across all active orders.
Audit assigned codes regularly to ensure accountability and active ownership.
Identify non-compliance by code owners and escalate issues to management.
Reassign or retrain code ownership when performance gaps are observed.
Maintain an organized database of prospective clients, leads, and ongoing orders.
Ensure all client information, communication logs, and engagement records are updated in CRM systems.
Track lead activity, order progress, and client engagement metrics.
Identify recurring operational issues and document them through post-mortem analysis.
Assist in developing and improving Standard Operating Procedures (SOPs) for lead management and order delivery.
Train Sales and Post-Sales teams on order verification and client requirement analysis.
Continuously suggest improvements to increase lead conversion rates and delivery efficiency
2–4 years of experience in client success, operations, delivery management, or lead generation
Strong communication and interpersonal skills
Ability to manage client conversations, internal coordination, and project documentation
Excellent attention to detail when reviewing orders and requirements
Ability to manage multiple stakeholders across sales and delivery teams
Proficiency with CRM tools, Google Workspace, and communication platforms
Strong research and networking abilities for lead generation
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