Customer Relationship Manager

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.

The Customer Relationship Manager is the glue between Colt’s business and Colt’s customers.
Providing invaluable support to sales colleagues with revenue generating activities.
Acting 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, this is a job for someone that likes to be at the heart of things, enjoys variety, building relationships, solving problems and getting stuff done.
**Role purpose**

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 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.
**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 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.

The role holder will need to develop collaborative and productive working relationships with their customers, sales colleagues, and wider Colt teams.
**Role specific requirements**

Skills & Experience

Previous experience in a role that deals with sales and/or customers
An understanding of networking technologies and products is preferable
Great written and verbal communications skills
Good interpersonal and coordination 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
2-3-year telecom industry experience is preferable

English language - advanced

**What we offer**:
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:

- Flexible working and relaxed dress code
- Two days annually to spend on volunteering opportunities
- Flexible benefits scheme
- Access to a virtual business school for on-going learning
- Business mentoring

Inclusion, and valuing diversity of thought and experience, is at the heart of our culture here at Colt. From day one, you'll be encouraged to be yourself as 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.

Please speak with a member of our recruitment team if you require adjustments to our recruitment process to support you. For more information about our Inclusion and Diversity agenda and activities, please click here.