The customer Care & Relationship Manager is a leadership role responsible for ensuring the successful management, development, and execution of three core business units.

• Customer retention
• Key account management
• Internal sales

The objective of these business units is to provide the customer with products and services that can add value to their business. The ultimate goal of this role is develop a relationship whereby Shortcuts is seen as strategic partner in order to collectively achieve long-term success.

JOB RESPONSIBILITIES:

• Developing and implementing a strategy that builds relationships with remote customers and that maximizes after sales customer value which leads to improved customer retention.
• Resolving all customer issues through perseverance and collaboration with other team members.
• Recommending solutions for the effective delivery of customer care.
• Implementing a multi-site support account management plan for our key accounts, providing true support for clients in multiple geographies.
• Improves the efficiency and effectiveness of the department by implementing appropriate changes in procedures and through implementing effective customer feedback mechanisms
• Increasing the capabilities of the team through effective training and development, and recruiting of new team members as required.
• Creating a passion throughout the entire Shortcuts organization for customer care that translates into customer satisfaction and loyalty
• Establish and maintain effective relationships with customers to gain a full understanding of customer needs and requirements to ensure we can propose solutions that fit with their business objectives and roadmap
• Regular communication with all of the customers in your portfolio to review the customer’s business needs
• Ownership and accountability of the internal sales forecast for driving revenue through our existing client base.
• Prepare regular reports of progress and forecasts to stakeholders using agreed key account metrics

The customer Care & Relationship Manager is a leadership role responsible for ensuring the successful management, development, and execution of three core business units.

• Customer retention
• Key account management
• Internal sale