Colt 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.
Role title : Customer Relationship Manager
Function : Sales, Marketing and Customer Relationship Management (SM)
Locations : Barcelona, Lisbon, Sibiu
Why we need this role
As 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 with a wide range of responsibilities, being at the heart of things, enjoying variety, building relationships, solving problems and getting stuff done.
What you will do
Support 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 make sure everything is done in a timely manner and with accuracy.
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 to deliver a timely and accurate resolution.
Initiate and lead in 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 enquiries.
Support the measurement of customer happiness and drive customer satisfaction upwards.
Proactive escalation and ownership where there is a risk of failure to deliver on the customer expectations, and where processes fail to deliver as expected.
Proactively identify process gaps and system issues, carry out root cause analysis and work with Business Transformation team if required to avoid repetitive errors.
Act as subject matter expert for specific products, tools and processes, being the go-to person, providing support to less experienced team members.
Contribute to tool and process development and user acceptance testing.
What we're looking for
Great written and verbal communications 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.
A passion for customer experience.
Adaptable to ever-changing customer needs.
A role model of Colt's values.
Good presentation skills.
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.
Skills
Product / Service Knowledge
Client Relationships
Customer Focus
Customer Relationship Management
CRM Tools
Escalation Procedures
Education
A 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 recognises the importance of a work-life balance.
Some benefit examples are :
Relaxed dress code
Two days annually to spend on volunteering opportunities
39 hours working week and additional days off as per Colt's own collective bargaining agreement
Benefit package that includes life insurance, private health insurance and pension plan, in addition to a flexible benefits scheme
Lunch vouchers or childcare vouchers
Access to a virtual business school for ongoing learning
Business mentoring
International environment with employees from more than 35 different nationalities
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