Customer relationship manager

Short Description

Function: Sales, Marketing and Customer Success

Reports to: Manager, Customer Relationship Management

Location: Portugal

Set up: Hybrid

Why we need this role

At Colt, the Customer Relationship Manager (CRM) serves as the linchpin connecting Colt's business with its customers. Acting as a crucial support to the sales team, the CRM aids in identifying and closing opportunities. Post-sale, the CRM becomes the single point of contact for 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.

What you'll do

• Welcoming new customers into Colt and helping them to understand how best to work with us.

• Doing what needs to be done to set up a new customer in our systems.

• Ensuring that all stakeholders (sales, customers and delivery teams) are working together and kept fully informed throughout the delivery process.

• Taking customer's enquiries (for non-fault issues) and resolving these or passing on to back office resolver group - retaining ownership of resolution and communications with the customer throughout.

• Educating customers about our systems, tools and processes.

• Acting as a point of escalation and resolution if existing processes fail to deliver as they should.

• Managing some sales and contract renewals.

• Supporting the measurement of customer happiness and driving customer satisfaction upwards

• Supporting sales colleagues to prioritise and prospect for new customers.

• Supporting sales colleagues to create smart account and service development plans for existing customers.

• Coordination of pricing, quoting and ordering activities to make sure everything is done fast and right and that customers are kept up to date through the process.

• Creating "clean" orders that help customers get the exact service they need - for new orders and modifications to existing services.

What we look for

• This role will support our US based customers and the work schedule be from 1.30 pm to 10 pm GMT.

• Fluent in English, with proficiency in another European language considered a valuable asset. Strong language skills enable effective communication with a diverse customer base.

• Possess a minimum of 1 to 2 years of experience in a customer-facing role, demonstrating a proven track record in effectively addressing customer needs and concerns.

• Familiarity with networking technologies and products, showcasing an understanding of the technical aspects that underpin Colt's services.

• Exhibit exceptional written and verbal communication skills, essential for conveying complex information clearly and fostering positive customer interactions.

• Demonstrate the ability to influence individuals at all organizational levels to facilitate the fulfilment of customer requirements, emphasizing strong interpersonal skills.

• Exhibit a genuine passion for providing exceptional service, showcasing a dedication to exceeding customer expectations and contributing to overall customer satisfaction.

• Possess adaptability to navigate and respond to ever-changing customer needs, showcasing resilience and flexibility in a dynamic business environment.

• Serve as a role model embodying Colt's culture, understanding and aligning with the organization's values and principles, fostering a collaborative and positive work environment.

Skills

Education