Customer Relationship Manager with German

Location:

Sibiu, Center, Romania

Salary:

Competitive

Type:

Permanent

Main Industry:

Search Management & Executive Jobs

Other Industries & Skills:

Information Technology

Advertiser:

Colt Technology Services

Job ID:

131506387

Posted On:

14 January 2025

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

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
-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. 
 

The right person:

-Will be passionate about customer experience, making Colt’s service a point of difference through their understanding, care, communication and speed
-Will be tenacious – never compromising until the job is complete
-Will love variety and handle ambiguity, having an appetite for change – 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
-Will be a great collaborator – knowing when to push, when to ease off, when input and action is needed
-Will influence other people to support our customers
-Will take a strategic approach to the role
 

Key performance indicators (financial and non-financial)

-Quality – Net Promoter Score (NPS)
-Efficiency– adherence to operational level agreements
-Operational Excellence – delivery of a consistent, professional and reliable customer experience  
-Relationships and key contacts 
-Develop collaborative and productive working relationships with their customers, sales colleagues, and wider Colt teams

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 Procedures
Client Relationships
Product/Service Knowledge
Customer Focus
Customer Relationship Management
CRM Tools

Education

A bachelor’s or master’s degree in business management/marketing
What we offer you:

Looking to make a mark?

At Colt, you’ll make a difference. Because around here, we empower people. We don’t tell you what to do.

Instead, we employ people we trust, who come together across the globe to create intelligent solutions.

Our global teams are full of ambitious, driven people, all working together towards one shared purpose: to put the power of the digital universe in the hands of our customers wherever, whenever and however they want.

We give our people the opportunity to inspire and lead teams, and work on projects that connect people, cities, businesses, and ideas. We want you to help us change the world, for the better.

 

Diversity and inclusion

-Inclusion and valuing diversity of thought and experience are at the heart of our culture here at Colt. From day one, you’ll be encouraged to be yourself because we believe that’s what helps our people to thrive. We welcome people with diverse backgrounds and experiences, regardless of their gender identity or expression, sexual orientation, race, religion, disability, neurodiversity, age, marital status, pregnancy status, or place of birth.
 

Most recently we have:

-Signed the UN Women Empowerment Principles which guide our Gender Action Plan
-Trained 60 (and growing) Colties to be Mental Health First Aiders
-Please speak with a member of our recruitment team if you require adjustments to our recruitment process to support you. For more information about our Inclusion and Diversity agenda, visit our DEI pages.
 

Benefits

Our benefits support you through all parts of life, for both physical and mental health.

-Flexible working hours and the option to work from home.
-Extensive induction program with experienced mentors and buddies.
-Opportunities for further development and educational opportunities.
-Global Family Leave Policy.
-Employee Assistance Program.
-Internal inclusion & diversity employee networks.
 

A global network

-When you join Colt you become part of our global network. We are proud of our colleagues and the stories and experience they bring – take a look at ‘Our People’ site including our Empowered Women in Tech.

To help us track our recruitment effort, please indicate in your email/cover letter where (vacanciesineu.com) you saw this job posting.