Customer Relationship Manager with German - Barcelona, España - Colt Technology Services

Colt Technology Services

Empresa verificada

Barcelona, España

hace 2 semanas

Publicado por:

Isabel García

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Descripción

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 rightfirst 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 nonColt 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 selfserve 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 customerfocused 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 everchanging customer needs
A role model who embodies Colt's core values
A basic understanding of networking technologies and pro