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

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.

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.

Typical tasks and responsibilities will include:

• Welcoming new customers into Colt and educating customers about our systems, tools and processes, empowering them to engage digitally and self-serve though use of the Colt Portal

• Understanding customer requests and match to Colt’s product offering

• Supporting transactional sales activities, contract renewals and sales projects for dedicated accounts

• Coordinating pricing, quoting and ordering activities and collaborate with other internal teams to create and complete orders and CRM support in a timely and accurate manner and met customer service requirements

• Initiating and leading regularly in customer meetings, focused on customer management topics and proactively give escalation support

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