Customer Relationship Manager

hace 6 meses

Barcelona, España Colt Technology Services A tiempo completo

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.

Function: Sales, Marketing and Customer Success

Reports to: Manager, Customer Relationship Management

Location: Barcelona, Milan, Lisbon, Sibiu

Job set up: hybrid

**Role Overview**

The Customer Relationship Manager at Colt is a crucial link between the business and its customers. This role involves providing vital support to the sales team in revenue generation and ensuring a seamless post-sale experience. From onboarding new customers to managing ongoing relationships, the manager plays a central role in customer satisfaction.

Collaborating with various teams, the manager enhances the in-life experience of customer accounts and promptly addresses issues. Building customer intimacy, they act as a liaison, understanding business requirements and aligning services with changing needs. The role requires delivering a professional customer experience, adapting to evolving business requirements, and solving problems.

In a dynamic position, the manager showcases adaptability and problem-solving skills while cultivating strong, lasting customer relationships. Ultimately, the Customer Relationship Manager contributes to Colt's success by fostering customer-centricity, delivering exceptional service, and ensuring a positive customer journey.

**Key Accountabilities**
- Welcome new customers into Colt, helping them to understand how best to work with us.
- Understand customer requests and match to Colt’s product offering.
- Support transactional sales activities, contract renewals and sales projects for dedicated accounts.
- Coordinate pricing, quoting and ordering activities to make sure everything is done fast and accurate.
- Collaborate with other internal teams to create orders that are right-first time, helping customers to get the exact service they need.
- Regularly communicate with customers on the progress of their requests using non-Colt jargon and customer friendly terms.
- 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 though 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 where there is a risk of failure to deliver on the customer expectations.

**The right person will**:

- Excellent written and verbal communication skills in Italian and English for effective interaction with both internal teams and external customers.
- Previous experience in a role dealing with sales and/or customers is essential, demonstrating a strong background in customer-focused responsibilities.
- An understanding of networking technologies and products is preferable, indicating a familiarity with the telecom industry's technical aspects.
- Strong interpersonal skills and the ability to coordinate effectively are necessary to navigate the collaborative nature of the role.
- Demonstrated ability to influence people at all levels is important, showcasing the capability to advocate for customer needs within the organization.
- A genuine passion for delivering an exceptional customer experience is key to fulfilling the customer-centric focus of the role.
- The ability to adapt to ever-changing customer needs is essential, indicating flexibility in responding to evolving business requirements.
- While not mandatory, 2-3 years of telecom industry experience is preferable, providing a foundation for understanding the specific nuances of the telecommunications sector.

**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 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:

- Hybrid set up
- Pension fund
- Two days annually to spend on volunteering opportunities
- Medical and life insurance
- Full time standard working hours
- Meal vouchers
- Flexible benefits scheme
- Access to a virtual business school for on-going learning
- Business mentoring
- International environment with employees from more than 35 different nationalities

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