Customer Relationship Manager with Italian

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.

Function: Sales, Marketing and Customer Success

Reports to: Manager, Customer Relationship Management

Location: Sibiu, Romania

Set up: Hybrid

The Customer Relationship Manager is the glue between Colt’s business and Colt’s customers.
Providing invaluable support to 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.

Role purpose

• Support sales to bring customers into our business and once onboarded, strive to make it effortless for them to do business with us.
• Work closely with other Colt teams to support the in-life experience of a portfolio of accounts.
• Build customer intimacy to understand their business requirements, acting as the conduit the customers, the Sales team, and the wider Colt team. Deliver a professional level of customer experience through excellence in service, in line with changing business requirements.

Key accountabilities

• Welcome new customers into Colt, helping them to understand how best to work with us.
• Understand customer requests and match to Colt’s product offering.
• 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.

Skills & Experience

• Fluent level of Italian, Spanish and English
• 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

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