Customer Relationship Manager- Strategic Alliances – UK/Ireland/Nordics Region Full Time

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

Role purpose

• 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.

Key accountabilities

• 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 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
• 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 simple/complex transactional sales and contract renewals
• Supporting the measurement of customer happiness and driving customer satisfaction upwards
• Managing RFP/BIDS/Orderings/Quotations/ and all customer service activities/ Tickets/ customer meetings/ customer calls
• Role is to support presales- sales- after sales activities for assigned accounts

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

• Previous experience in a role that deals with 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