Short Description

Function: Sales, Marketing and Customer Success

Reports to: Manager, Customer Relationship Management

Location: Sibiu, Romania

Set up: Hybrid

Why we need this role

At Colt, the Customer Relationship Manager (CRM) serves as the linchpin connecting Colt's business with its customers. Acting as a crucial support to the sales team, the CRM aids in identifying and closing opportunities. Post-sale, the CRM becomes the single point of contact for 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.

What you'll do

Welcoming new customers into Colt and helping them to understand how best to work with us.

Doing what needs to be done to set up a new customer in our systems.

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.

Educating customers about our systems, tools and processes.

Acting as a point of escalation and resolution if existing processes fail to deliver as they should.

Managing some sales and contract renewals.

Supporting the measurement of customer happiness and driving customer satisfaction upwards

Supporting sales colleagues to prioritise and prospect for new customers.

Supporting sales colleagues to create smart account and service development plans for existing customers.

Coordination of pricing, quoting and ordering activities to make sure everything is done fast and right and that customers 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.

What we look for 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 Skills Escalation ProceduresClient RelationshipsProduct/Service KnowledgeCustomer FocusCustomer Relationship ManagementCRM ToolsEducation A bachelor’s or master’s degree in business management/marketing