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

    Colt Technology Services
    Colt Technology Services Barcelona, España

    hace 2 semanas

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    Descripción

    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
  • Receive and respond to emails from internal and external customers, ensuring efficient management of requests, coordinating with other internal teams to deliver a timely and accurate resolution
  • 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
  • Act as subject matter expert for specific products, tools and processes, be go-to person, providing support to less experienced team members
  • 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 products is a plus
  • 2-3 years of experience in the telecom industry is preferred
  • Experience in managing small teams or projects is an added advantage

    • What we offer:

    Colt is a growing business that is investing in its people. We offer skill development, learning pathways and accreditation to help our people perform at their best, regardless of role and location. The company supports diversity and inclusion in the workplace and has signed Diversity Charter.

    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:

  • Relaxed dress code
  • Two days annually to spend on volunteering opportunities
  • 39 hours working week and additional days off as per Colt own collective bargaining agreement
  • Benefit package that includes life insurance, private health insurance and pension plan. In addition flexible benefits scheme
  • Lunch vouchers or childcare vouchers
  • Access to a virtual business school for on-going learning
  • Business mentoring
  • International environment with employees from more than 35 different nationalities
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