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Customer Relationship Manager with German Language Expertise
hace 1 mes
Colt Technology Services provides network, voice, and data centre services to thousands of businesses worldwide, allowing them to focus on delivering their business goals instead of the underlying infrastructure.
Role Overview
The Customer Relationship Manager will be the glue between our German-speaking customers and our business, providing invaluable support to sales colleagues with revenue-generating activities.
As a key member of the Sales, Marketing, and Customer Relationship Management (SM) team, you will 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, including building relationships, solving problems, and getting things done.
Key Responsibilities
- 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 ensure 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 the 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 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 the Business Transformation team if required to avoid repetitive errors.
- Act as a subject matter expert for specific products, tools, and processes, be a go-to person, providing support to less experienced team members.
- Contribute to tool and process development and user acceptance testing.
Requirements
- 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.
Desirable
- Experience in managing small teams or projects.
- Understanding of networking technologies and products.
- Previous experience in the telecommunications industry.
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 collective bargaining agreement.
- Benefit package that includes life insurance, private health insurance, and pension plan. In addition, 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.
