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.
Why we need this role: Service and Contract Managers ensure that Colt's Service Management Services deliver a consistently excellent experience by meeting contractual obligations and exceeding customer expectations.
They actively manage customer relationships and communication to enhance satisfaction, reduce churn, and identify new business opportunities.
By collaborating with internal stakeholders, they ensure that service levels align with client expectations.
Additionally, they work closely with clients to improve service delivery, explore innovative ways to utilize Colt's offerings, and support the client's business growth objectives.
What you will do: Represent and support assigned customer accounts, ensuring a high-quality service experience.
Develop and maintain service management documentation (e.g., service plans, improvement plans).
Identify client relationship strengths and gaps, aligning Colt services to current and future needs.
Manage dedicated client relationships and internal virtual teams effectively.
Drive customer satisfaction targets and deliver reports as outlined in the Service Plan.
Provide training and support on Colt tools and processes for assigned customers.
Attend regular meetings/calls with customers alongside the Account Executive (AE), acting as a key liaison.
Track important orders in collaboration with the Transition Order Management team.
Handle escalations, ensuring proper resolution through SSC teams (CSC/CSE).
Support change management and coordinate improvement plans for customers.
Collect statistical data and provide standard reporting for management and customers.
Build strong relationships across Colt teams to streamline communication and operations.
Lead the onboarding of new service-managed customers during the first 3–6 months.
What we're looking for: Experience: Some administrative/technical background, with knowledge of established procedures and Colt processes.
Skills: Ability to manage workload independently, solve problems within set parameters, and deliver accurate, high-quality work.
Language Proficiency: Fluency in German and English is required, both written and spoken; proficiency in other languages is a plus.
Customer-Facing Competence: Strong communication skills, capable of handling customer complaints and escalations effectively.
Relationship Building: Capable of developing strong client and internal team relationships.
Technical Insight: A technical background is beneficial.
Education A bachelor's or master's degree in business management/marketing.
What we offer you: At Colt, you'll make a difference.
Because around here, we empower people.
We don't tell you what to do.
Instead, we employ people we trust, who come together across the globe to create intelligent solutions.
Our global teams are full of ambitious, driven people, all working together towards one shared purpose: to put the power of the digital universe in the hands of our customers wherever, whenever and however they want.
We give our people the opportunity to inspire and lead teams, and work on projects that connect people, cities, businesses, and ideas.
We want you to help us change the world, for the better.
Diversity and inclusion Inclusion and valuing diversity of thought and experience are at the heart of our culture here at Colt.
From day one, you'll be encouraged to be yourself because we believe that's what helps our people to thrive.
We welcome people with diverse backgrounds and experiences, regardless of their gender identity or expression, sexual orientation, race, religion, disability, neurodiversity, age, marital status, pregnancy status, or place of birth.
A global network When you join Colt you become part of our global network.
We are proud of our colleagues and the stories and experience they bring – take a look at 'Our People' site including our Empowered Women in Tech.
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