The Client Relationship Executive (CRE) manages the client relationship across the full lifecycle — from following up with leads and conducting sales meetings, through onboarding, to ongoing account management after the service agreement is signed. The CRE drives new business by nurturing leads and closing sales meetings, then transitions into the primary point of contact for the client, ensuring smooth integration of offshore employees, proactively managing satisfaction, identifying upsell opportunities, and resolving issues before they escalate. The CRE works closely with the Sales and HR teams to convert leads and safeguard long-term, high-value client partnerships.

Key Responsibilities

1. Lead Follow-Up & Sales Meetings

Respond to inbound leads (website, WhatsApp bot, referrals, job-listing outreach) within 1 business hour and qualify them as hot, warm, existing client, referral, or researcher. Run a structured, multi-touch follow-up sequence (email, WhatsApp, calls) to re-engage warm leads who have gone quiet, spacing touchpoints 2–3 business days apart. Schedule sales meetings via Google Calendar with Fireflies.ai integration; verify attendee email, timezone, agenda, and recording setup before sending the invite. Send meeting confirmations and reminders (24 hours and shortly before the call) via email and WhatsApp to minimize no-shows, and offer a reschedule option. Prepare for each meeting by researching the lead's company, identifying the decision-maker, reviewing any existing job postings, and confirming salary benchmarks with HR. Conduct the sales meeting/e-meeting: present the KZA Deck, build rapport through active listening, explain the 5-Day Risk-Free Trial and Trial Agreement option, and secure the lead's WhatsApp contact for follow-up. After the meeting, prepare and send the Trial Agreement (with verified company legal name and UEN) and KZA Deck, and update management on the outcome. Maintain accurate, real-time records of every lead interaction, deal stage, and next step in HubSpot CRM and the Sales Pipeline Masterlist.

2. Client Onboarding & Account Setup

Serve as the client's dedicated point of contact following contract signing, ensuring a smooth handover from the Sales team. Confirm employee start dates, work schedules, and access requirements with both client and new hire. Set up and manage client communication channels (e.g., WhatsApp groups, email threads) with clear guidelines on usage and response times. Introduce new offshore employees to the client team and ensure all tools/system access are in place before Day 1.

3. Relationship & Account Management

Maintain regular check-ins with clients to monitor satisfaction, employee performance, and engagement levels. Act as the escalation point for client concerns, coordinating with HR and management to resolve issues within agreed SLAs. Track and document client feedback, performance issues, and resolutions for internal visibility. Build trust-based, long-term relationships that position Kaizenaire as a strategic offshoring partner rather than a vendor.

4. Performance Monitoring & Reporting

Coordinate with HR to consolidate employee performance data and flag underperformance early. Prepare and present digestible client-facing reports (e.g., engagement summaries, productivity insights). Schedule and conduct Quarterly Business Reviews (QBRs) with clients to review performance and discuss roadmap.

5. Upselling & Account Growth

Proactively identify opportunities for account expansion (additional roles, service upgrades, skill training). Conduct needs assessments with clients to uncover pain points and growth plans. Partner with Sales to prepare proposals, trial agreements, and pricing for new roles or services. Support the full recruitment handover cycle for repeat/expansion hires, ensuring role requirements are accurately briefed to HR.

6. Issue Resolution & Risk Management

Address client and employee concerns proactively to minimize escalations and churn risk. Coordinate with HR on disciplinary processes, replacements, or contract adjustments when required. Ensure all client-facing communication aligns with company policies on confidentiality and professionalism.

Key Performance Indicators (KPIs)

Lead response time (within 1 business hour) and follow-up cadence adherence. Number of sales meetings scheduled, confirmed, and conducted; no-show rate. Lead-to-trial-agreement conversion rate and trial-to-signed-contract conversion rate. Client retention rate and contract renewal rate. Client satisfaction scores (survey ratings, QBR feedback). Response time to client queries and escalations (within 24-hour SLA). Number of upsell opportunities identified and converted. Timeliness and quality of client reporting (e.g., QBR decks, performance summaries).

Requirements

Qualifications & Experience

Diploma or Bachelor's degree in Business, Communications, HR, or a related field. 1–3 years of experience in sales, business development, account management, client servicing, or customer success. Experience in BPO, offshoring, recruitment, or B2B services industries is an advantage.

Skills & Competencies

Confident, persuasive communicator who can run sales meetings and handle objections professionally. Excellent verbal and written communication skills in English. Strong interpersonal skills with the ability to build rapport and manage difficult conversations professionally. Organized and detail-oriented, able to manage multiple client accounts simultaneously. Comfortable using CRM and collaboration tools (e.g., HubSpot, Manatal, Google Workspace, WhatsApp). Problem-solving mindset with a proactive, client-first attitude. Basic understanding of HR/recruitment processes is a plus.

Tools & Platforms Used

HubSpot / CRM systems Manatal (ATS) Google Workspace (Calendar, Gmail, Drive), Google Meet / Zoom / MS Teams Calendly for meeting scheduling Fireflies.ai for meeting recording and documentation WhatsApp (incl. Bird) / Email for lead and client communication