Relationship Manager - B2B Sales

About Mindlabs

Mindlabs builds IoT-based temperature data loggers and cold chain monitoring solutions for regulated industries including pharma, FMCG, seafood exports, and industrial manufacturing. Our products Go, Lite Plus, Anchor, and Go Mini help clients maintain compliance, protect inventory, and gain real-time visibility into their supply chains.

As we grow our client base across India, we are looking for a sharp, people-first Customer Support & Relationship Executive who can be the face of Mindlabs for our clients.

Role Overview

You will be the primary point of contact for Mindlabs customers handling onboarding, day-to-day support queries, troubleshooting, and long-term relationship management. You don't need to be an engineer, but you must be comfortable understanding IoT hardware and software concepts well enough to explain them clearly to clients and escalate the right issues to the technical team.

Key Responsibilities

Customer Support

• Handle inbound support queries via phone, email, and WhatsApp from pharma, FMCG, and industrial clients
• Troubleshoot basic device and software issues; escalate complex technical problems with full context to the engineering team
• Maintain response SLAs and ensure customer issues are resolved within committed timelines
• Document common issues and build a knowledge base to reduce repeat queries

Onboarding & Training

• Guide new clients through product setup, dashboard usage, and alert configuration
• Conduct remote or on-site onboarding sessions for new accounts
• Create simple how-to guides, FAQs, and walkthrough materials for client use

Relationship Management

• Build strong relationships with key client contacts procurement managers, quality heads, and warehouse supervisors
• Conduct periodic check-ins to assess satisfaction, gather feedback, and identify upsell or expansion opportunities
• Flag at-risk accounts early and work with internal teams to course-correct

Internal Coordination

• Act as the voice of the customer internally — relay product feedback to the development team
• Coordinate with logistics and operations for device replacements, repairs, or new deployments
• Maintain accurate CRM records of all client interactions and issue history

What We're Looking For

Must-Have

• Fresher to 2 years of experience in customer support, client servicing, or inside sales — preferably in B2B
• Excellent verbal and written communication in English and Telugu/Hindi
• Strong interpersonal skills — you genuinely enjoy talking to people and solving problems
• Comfortable learning and explaining technical products — IoT, SaaS dashboards, or hardware experience is a plus
• Organised, detail-oriented, and able to manage multiple client accounts simultaneously

Good to Have

• Prior experience in pharma, cold chain, logistics, or industrial sectors
• Familiarity with CRM tools (Zoho, HubSpot, or similar)
• Experience handling enterprise clients or multi-stakeholder accounts

What You'll Get

• Direct exposure to a fast-growing IoT startup with clients across pharma and FMCG sectors
• Work closely with the founding team — your work will have visible impact from day one
• Competitive salary based on experience
• Opportunity to grow into a Customer Success Lead or Account Management role