Customer Relationship Manager with German Language Expertise
hace 4 semanas
At Colt Technology Services Group Ltd., we're seeking a skilled Customer Relationship Manager to join our team. As a key member of our Sales, Marketing, and Customer Relationship Management (SM) department, you'll play a vital role in building and maintaining strong relationships with our German-speaking customers.
Key Responsibilities
- Support sales efforts to bring customers into our business and ensure a seamless onboarding experience.
- Act as a point of contact for customers post-sale, providing invaluable support and resolving issues efficiently.
- Work closely with other Colt teams to deliver an exceptional in-life experience for our customers.
- Build customer intimacy to understand their business requirements and act as a conduit between 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 them 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 customer inquiries, ensuring efficient management of requests and 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 a 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.
Requirements
- Great written and verbal communication skills in both English and German.
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