Customer Relationship Manager with GermanJob id: 34922Job location: Barcelona, ESColt provides network, voice and data centre services to thousands of businesses around the world, allowing them to focus on delivering their business goals instead of the underlying infrastructure.Short DescriptionRole title: Customer Relationship ManagerFunction: Sales, Marketing and Customer Relationship Management (SM)Locations: Barcelona, Lisbon, SibiuWhy we need this roleAs a Customer Relationship Manager you'll be the glue between our German Speaking customers and our business, by providing invaluable support to sales colleagues with revenue generating activities. You'll act as a point of contact for customers post-sale and during the life of their service with our business, enjoying variety, building relationships, solving problems, and getting things done.What you will doSupport sales to bring customers into our business and once onboarded, strive to make it effortless for them to do business with us.Work closely with other Colt teams to support the in-life experience of a portfolio of accounts.Build customer intimacy to understand their business requirements, acting as the conduit between the customers, the Sales team, and the wider Colt team.Deliver a professional level of customer experience through excellence in service, in line with changing business requirements.Understand customer requests and match to Colt's product offering with sales and Sales Engineer support.Support transactional sales activities, contract renewals, and sales projects for dedicated accounts.Coordinate pricing, quoting, and ordering activities to ensure timely and accurate completion.Collaborate with other internal teams to create orders that are right-first time, helping customers to get the exact service they need.Receive and respond to emails from internal and external customers, ensuring efficient management of requests, coordinating with other internal teams for timely and accurate resolution.Initiate and lead customer meetings focused on customer management topics.Educate customers about our systems, tools, and processes, empowering them to engage digitally and self-serve through use of the Colt Portal.Ensure dispute policy is adhered to for invoicing inquiries.Support the measurement of customer happiness and drive customer satisfaction upwards.Proactively escalate and take ownership where there is a risk of failure to deliver on customer expectations, and where processes fail to deliver as expected.Identify process gaps and system issues, carry out root cause analysis and work with the Business Transformation team if required to avoid repetitive errors.Act as subject matter expert for specific products, tools, and processes, providing support to less experienced team members.Contribute to tool and process development and user acceptance testing.What we're looking forGreat written and verbal communication skills in both English and German.Previous experience in a role that deals with sales and/or customers.Strong stakeholder management and interpersonal skills.An ability to influence people at all levels to get what you need for your customers.Adaptable to ever-changing customer needs.A role model of Colt's values.Knowledge/experience of ERP or CRM tools: Oracle, Salesforce, Hubspot, etc.It would be preferable:Experience in managing small teams or projects.Understanding of networking technologies and products.Previous experience in the telecommunications industry.SkillsProduct/Service KnowledgeClient RelationshipsCustomer FocusCustomer Relationship ManagementCRM ToolsEducationA bachelor's or master's degree in business management/marketing.What we offer:Colt is a growing business that is investing in its people. We offer skill development, learning pathways, and accreditation to help our people perform at their best, regardless of role and location. The company supports diversity and inclusion in the workplace and has signed the Diversity Charter.In addition to offering competitive salaries and incentive plans, a range of benefits and local rewards packages are offered to staff. Colt recognizes the importance of work-life balance.Some benefit examples are:Relaxed dress codeTwo days annually to spend on volunteering opportunities39 hours working week and additional days off as per Colt's collective bargaining agreementBenefit package that includes life insurance, private health insurance, and pension plan, in addition to a flexible benefits schemeLunch vouchers or childcare vouchersAccess to a virtual business school for ongoing learningBusiness mentoringInternational environment with employees from more than 35 different nationalities
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