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CRM

Mumbai Suburban, MH, India

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Job Title: CRM Executive / CRM Specialist (GPS Tracking Solutions)

Job Summary

We are looking for a detail-oriented and proactive CRM Executive to manage customer relationships, onboarding, and lifecycle engagement for our GPS tracking hardware and software solutions. The role involves coordinating with sales, support, and technical teams to ensure a seamless customer experience from onboarding to long-term retention.

Key Responsibilities

1. Customer Onboarding

  • Manage end-to-end onboarding of new customers for GPS tracking devices and software platform
  • Coordinate device installation, activation, and software access
  • Provide product demonstrations and training to clients on system usage
  • Ensure customers understand key features such as live tracking, reports, alerts, and dashboards

2. CRM Management

  • Maintain and update customer data in the CRM system
  • Track customer interactions, sales activities, and service requests
  • Segment customers for targeted communication and engagement campaigns

3. Customer Support & Relationship Management

  • Act as the primary point of contact for customer queries and issues
  • Coordinate with technical and support teams to resolve device/software issues
  • Ensure timely follow-ups and high customer satisfaction

4. Sales Coordination & Upselling

  • Work closely with the sales team to identify upsell and cross-sell opportunities
  • Promote additional features, subscriptions, and hardware upgrades
  • Assist in renewal management and contract extensions

5. Reporting & Analytics

  • Generate reports on customer activity, retention, and engagement
  • Monitor onboarding success metrics and customer health scores
  • Provide insights to improve customer experience and product adoption

6. Process Improvement

  • Identify gaps in onboarding and CRM processes
  • Suggest improvements to enhance efficiency and customer satisfaction

Required Skills & Qualifications

  • Bachelor’s degree in Business Administration, IT, or related field
  • 1–3 years of experience in CRM, customer success, or support roles
  • Experience with CRM tools (e.g., Salesforce, Zoho CRM, HubSpot)
  • Strong communication and interpersonal skills
  • Basic understanding of GPS tracking systems, IoT devices, or SaaS platforms (preferred)
  • Problem-solving mindset with attention to detail

Preferred Skills

  • Experience in hardware + software product companies
  • Knowledge of fleet management or telematics systems
  • Ability to train customers and deliver product demos

Key Competencies

  • Customer-centric approach
  • Strong coordination and follow-up skills
  • Time management and multitasking ability
  • Analytical thinking

KPIs / Success Metrics

  • Customer onboarding completion rate
  • Customer satisfaction (CSAT) score
  • Customer retention and renewal rate
  • Average response and resolution time
  • Upsell/cross-sell contribution
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