Customer Relationship Manager with German

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, Spain or Sibiu, Romania

Set up: Hybrid

**Role purpose**

As a Customer Relationship Manager you'll be the linchpin connecting Colt's business with its customers. Acting as a crucial support to the sales team, you'll aid in identifying and closing opportunities. Post-sale, you'll becomes the single point of contact for our DACH customers, overseeing their journey and ensuring a seamless experience. This role extends beyond transactional interactions, delving into the orchestration of Colt's internal departments to guarantee a harmonious delivery of services throughout the customer lifecycle.

The successful CRM at Colt possesses strong communication skills, a knack for problem-solving, empathy, and organizational leadership. If you are ready to take the podium in the dynamic world of Customer Relationship Management, Colt offers a rewarding environment where you will contribute to positive customer experiences, foster business growth, and play a vital role in ensuring operational harmony within the organization. Join us in creating lasting connections and delivering excellence in customer relationships.

**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 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
- Regularly communicate with customers on the progress of their requests avoiding the use of Colt jargon and using 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 and ownership where there is a risk of failure to deliver on the customer expectations, and where processes fail to deliver as expected
- Effective internal stakeholder management; build relationships and influence key contacts across the wider business to deliver excellent customer experience
- Proactively identify process gaps and system issues, carry out root cause analysis and work with Business Transformation team if required to avoid repetitive errors
- Contribute to tool and process development and user acceptance testing
- Take a leading role within the team, supporting management as required

The right person
- Will be passionate about customer experience, making Colt’s service a point of difference through their understanding, care, communication and speed
- Will be tenacious - never compromising until the job is complete
- Will love variety and handle ambiguity, having an appetite for change - sometimes it will be quiet, other days will be deafening, you will embrace them all
- Will seize ownership and take the lead on behalf of our customers
- Will be a great collaborator - knowing when to push, when to ease off, when input and action is needed
- Will influence other people to support our customers
- Will take a strategic approach to the role

Key performance indicators (financial and non-financial)
- Quality - Net Promoter Score (NPS)
- Efficiency
- adherence to operational level agreements
- Operational Excellence - delivery of a consistent, professional and reliable customer experience
- Relationships and key contacts
- Develop collaborative and productive working relationships with their customers, sales colleagues, and wider Colt teams

**Role specific requirements**

Skills & Experience
- Fluent in both German and English, enabling seamless communication with a diverse range of customers
- Strong language skills to effectively engage with a varied customer base
- Proven experience in sales and/or customer-focused roles
- Outstanding interpersonal and coordination skills
- Capable of influencing individuals at all levels to secure the best outcomes for your customers
- Familiarity with ERP or CRM tools
- Excellent presentation skills to convey ideas clearly and effectively
- A genuine passion for enhancing the customer experience
- Flexibility to adapt to ever-changing customer needs
- A role model who embodies Colt's core values
- A basic understanding of networking technologies and pro