Description:
The primary responsibility of the Customer relationship manager position is to provide an excellent customer experience for both prospect business & existing customers. We achieve this through constant collaboration with our sales teams & internal stakeholders to ensure the business is achieving revenue targets, consistently improving our strong customer satisfaction scores & process improvement.
The Customer relationship manager will experience a balance of engaging directly with some of our largest customers on a day to day basis, with the team being point of contact for customers alongside the account manager. We are responsible for working with the customer to complete all contract and legal paperwork and this requires a keen eye for detail to ensure everything is suitable, by achieving this we reduce the time to revenue & deliver excellent customer satisfaction, contributing to our overall business objectives.
Responsibilities
- Our focus is delivering an excellent customer journey, we do this by Partnering with the field sales team & work alongside critical internal stakeholder teams including customer support, on-boarding, legal & finance to serve the customer and ensure the customer experience is as seamless as possible.
- Be a direct point of contact for the customer, including the handling of incoming customer queries such as billing & invoice queries, updating the product configurations & user access allowing the customer to maintain and ultimately grow their services with us.
- Be the ‘last line of defence’ for data hygiene management within the CRM system, ensuring that customer accounts, opportunities and communication records are kept up to date and accurate.
- To provide tailored support to each of our prospect or existing customers during critical times such as contracting or renewing with us, communicating clearly and effectively the requirements and next steps, resulting in a frictionless great customer experience.
Requirements
- Customer-first mind-set, and the ability to deliver results on time.
- Past experience of working in a B2B environment with high value corporate clients.
- Strong administrative background & proficient in Microsoft applications.
- Demonstrate excellent work ethic and drive to succeed.
- Ability to communicate effectively with both colleagues and clients.
- A keen eye for detail is important as this is helps to deliver work to a consistently high level of accuracy.
- Be the primary point of contact for the team and support them in managing their day –to-day task queries where needed.
- Heavily support in the onboarding and training of new starters joining the team. Support in creating and following a structured 6-month onboarding plan.
- Be responsible for the training and roll out of new process or procedures within the team, ensuring that everyone understand the new way of working and why.