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.
Short Description Job Title: Customer Relationship Manager
Job Location: Sibiu, Romania
Set up: Hybrid and flexible
This is a 2 year fixed term opportunity for maternity cover.
Why we need this role The Customer Relationship Manager is the glue between Colt's business and Colt's customers. Providing invaluable support to the French market and sales colleagues with revenue generating activities. Acting as a point of contact for customers post sale and during the life of their service with our business. With a wide range of responsibilities, this is a job for someone that likes to be at the heart of things, enjoys variety, building relationships, solving problems and getting stuff done.
Our primary focus is to support the sales team in bringing new customers into the business, ensuring a seamless onboarding process that makes it effortless for them to engage with us. Once onboarded, we continue to prioritize customer satisfaction and smooth interactions, making their experience with us as frictionless as possible.
We work in close collaboration with various Colt teams to manage the in-life experience of our portfolio of accounts. By fostering strong relationships and building customer intimacy, we aim to thoroughly understand their evolving business needs. This allows us to act as a crucial link between customers, the Sales team, and the wider Colt organization, ensuring all requirements are met.
Our goal is to deliver a high level of customer experience, maintaining excellence in service while adapting to changing business requirements. This customer-centric approach is central to how we operate and helps us stay aligned with both internal goals and client expectations.
What you will do Understand customer requests and match to Colt's product offering with sales and SE support. Support transactional sales activities, contract renewals and sales projects for dedicated accounts. Coordinate pricing, quoting and ordering activities to make sure everything is done fast and accurate. 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 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 where there is a risk of failure to deliver on the customer expectations. What we are looking for Fluent level of French Previous experience in a role that deals with sales and/or customers An understanding of networking technologies and products is preferable Great written and verbal communications skills Good interpersonal and coordination skills An ability to influence people at all levels to get what you need for your customers A passion for customer experience Adaptable to ever changing customer needs A role model of Colt's values 2-3-year telecom industry experience is preferable Skills CRM Analysis
Building and Managing Teams
Supervisory Leadership
Customer Relationship Management
CRM Concepts
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 Business mentoring