Customer Relationship Manager
The Customer Relationship Manager will be responsible for managing the relationships between the organisation and their clients. Ensuring that the needs of the customers are being satisfied. With the aim of providing excellent customer service and to promote this ethos throughout the entire organisation. The customer relationship manager will not only solve customer requests but will proactively offer ideas and insights to improve the customer's issues and challenges.
Own the service review process and undertake the reviews in conjunction with other stakeholders within the business to ensure clients are satisfied with our services.
Alerting the sales team to opportunities for further sales within key clients.
Attending meetings with clients to build relationships with existing accounts
Achieving client relationship targets and KPI's as set by the Head of Service
Work closely with the marketing team to carry out client satisfaction surveys and complete all necessary follow up
Manage a 'Balanced Scorecard' that effectively measures all elements of the service provided and customer experience, including provisioning and delivery, service desk, billing and escalations
Develop and implement effective strategies to manage key customer relationships, anticipate customer needs and provide a superior quality service to position the Company as the preferred Supplier to both existing and future customers.
In conjunction with internal departments ensure that any operational issues are resolved and procedures put in place to address any requirements. Follow up on every issue and ensure complete satisfaction of the services sold to customers.
Management of Customers' expectations and a focal point for customer service issues including escalation point for MSOs.
Identifying training needs based on customer feedback/trends and ensure relevant teams complete required training
Provide reports / advise to management when required
Any other tasks that may occur from day to day within the department
Experience of building and managing customer relationships in a relevant commercial environment
A track record of effectively handling complex customers, to meet the needs of their demands customers
Experience of conducting service reviews and reporting
Experience of Customer satisfaction reporting and creating service improvement plans
Experience of MSO management
Experience in providing Service Delivery in the Telecommunications industry with a particular focus on data networking products and services i.e. MPLS, VPLS, Leased Lines, Internet Access and DSL services
Proven skills in building effective networks across business areas, developing relationships based on mutual trust.
Ability to lead and influence colleagues and to offer training and support in the customer service field
Strong interpersonal skills and an ability to build rapport with customers.
Able to comfortably liaise with clients and address their needs
A natural and easy communicator
An excellent planner and organiser
Hardworking with a strong work ethic.
Full driving license
Able to travel to customer locations when required according to business need