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