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.
Role title :
Customer Relationship Manager
Colt Level : PT 2
CCO, Customer Management
Reports to :
Regional Manager Benelux (Accounts Tiering 123)
Location : Romania Sibiu
Customer Relationship Management
The customer relationship manager is the glue between Colt’s business and Colt’s customer
Providing invaluable support to sales colleagues as we identify and close opportunities and acting as a single point of contact for customers post sale and during the life of their service with our business
A customer relationship manager is a conductor, making sure that every part of Colt’s orchestra is performing to the top of its ability and in complete harmony
If you’re ready to take to the podium customer relationship management is for you
We help our sales teams bring customers into our business and once they are in we strive to make it effortless for them to do business with us.
In this role you will own the inlife experience of a portfolio of accounts these are YOUR customers and how they feel about our business will be down to you.
With a wide range of responsibilities, this is a job for someone that likes to be at the heart of things, enjoys variety, solves problems and gets stuff done.
Build customer intimacy by ensuring & increasing customer satisfaction, ensuring customer business understanding and knowledge through multilevel relationships.
Deliver the professional level of Customer Experience through excellence in Service, in line with changing business requirements.
Qualification of customer requests by understanding the customer product offering and translating into Colt Portfolio.
Coordination of pricing, quoting and ordering activities to make sure everything is done fast and right and that cutomers 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
Supporting transactional sales activities, contract renewals and sales projects for dedicated accounts
Instigate and participate in customer meetings, focused on sales and customer management topics
Welcoming new customers into Colt and helping them to understand how best to work with us
Manage emails from internal or external customers, ensuring efficient management of the recevied request
Regularly communicate with our customers on the progress of their requests, using non Colt jargon and customer friendly terms.
Ensuring dispute policy is adhered to for non-fault tickets.
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 by following Colt standard processes
Educating customers about our systems, tools and processes
Educate specifically customers to engage digitially and self serve though use of the Colt Portal
Acting as a point of escalation and resolution if existing processes fail to deliver as they should
Supporting the measurement of customer happiness and driving customer satisfaction upwards
Operationalization of orders.
Solving problems in line with agreed service levels and escalation management.
Takes responsibility for the achievement of Key performance indicators (financial and non-financial)
Provides feedback on optimization measures relating to processes and quality.
Management of Standard (process defined) Requests
Deal with allocated customers for all process defined request and handle with support bespoke request
The right person
Will think customer when they brush their teeth in the morning, making Colt’s service a point of difference through their understanding, care, communication and speed
Will be tenacious like a Colt Terminator absolutely never stopping until the job is done
Will love variety and have an appetite for change no two days are going to be the same, 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 - it’s not in my job description is not in our vocabulary
Will be a great collaborator knowing when to push, when to ease off, when input’s needed and when action is needed, right now.
More than anything they’ll be great at getting other people to support our customers
Will make understanding our customers, their industries and their markets a hobby
Key performance indicators (financial and non-financial)
Net Promoter Score (NPS)
Bookings Sales / Sales Assists
Avoidable customer churn
Relationships and key contacts
The role holder will need to develop deep relationships with their customers and the sales account handlers of these customers
The role holder will be required to develop relationships across all parts of the Colt organisation including, CCO, COO and the Customer Management Leadership Team
Role specific requirements
Skills & Experience
Previous experience in a role that deals with sales and / or customers
An understanding of networking technologies and products
Great written and verbal communications skills
An ability to influence people at all levels to get what you need for your customers
A passion for service
Adaptable to ever changing customer needs
A role model of Colt’s culture
Excellent English (verbal, written)
Dutch and / or French language additionally would be great but not mandatory.
2-3 Yr Telecom Industry Exp is preferable
Good presentation skills
Managing small team experience is preferable
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.
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
Private medical insurance
Access to a virtual business school for on-going learning