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: Portugal
Set up: Hybrid
Why we need this role
At Colt, the Customer Relationship Manager (CRM) serves as the linchpin connecting Colt’s business with its customers. Acting as a crucial support to the sales team, the CRM aids in identifying and closing opportunities. Post-sale, the CRM becomes the single point of contact for 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

• Welcoming new customers into Colt and helping them to understand how best to work with us.
• Doing what needs to be done to set up a new customer in our systems.
• Ensuring that all stakeholders (sales, customers and delivery teams) are working together and kept fully informed throughout the delivery process.
• Taking customer’s enquiries (for non-fault issues) and resolving these or passing on to back office resolver group - retaining ownership of resolution and communications with the customer throughout.
• Educating customers about our systems, tools and processes.
• Acting as a point of escalation and resolution if existing processes fail to deliver as they should.
• Managing some sales and contract renewals.
• Supporting the measurement of customer happiness and driving customer satisfaction upwards
• Supporting sales colleagues to prioritise and prospect for new customers.
• Supporting sales colleagues to create smart account and service development plans for existing customers.
• Coordination of pricing, quoting and ordering activities to make sure everything is done fast and right and that customers are kept up to date through the process.
• Creating “clean” orders that help customers get the exact service they need - for new orders and modifications to existing services.

What we look for

• This role will support our US based customers and the work schedule be from 1.30 pm to 10 pm GMT.
• Fluent in English, with proficiency in another European language considered a valuable asset. Strong language skills enable effective communication with a diverse customer base.
• Possess a minimum of 1 to 2 years of experience in a customer-facing role, demonstrating a proven track record in effectively addressing customer needs and concerns.
• Familiarity with networking technologies and products, showcasing an understanding of the technical aspects that underpin Colt’s services.
• Exhibit exceptional written and verbal communication skills, essential for conveying complex information clearly and fostering positive customer interactions.
• Demonstrate the ability to influence individuals at all organizational levels to facilitate the fulfilment of customer requirements, emphasizing strong interpersonal skills.
• Exhibit a genuine passion for providing exceptional service, showcasing a dedication to exceeding customer expectations and contributing to overall customer satisfaction.
• Possess adaptability to navigate and respond to ever-changing customer needs, showcasing resilience and flexibility in a dynamic business environment.
• Serve as a role model embodying Colt’s culture, understanding and aligning with the organization’s values and principles, fostering a collaborative and positive work environment.

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

• Welcoming new customers into Colt and helping them to understand how best to work with us.
• Doing what needs to be done to set up a new customer in our systems.
• Ensuring that all stakeholders (sales, customers and delivery teams) are working together and kept fully informed throughout the delivery process.
• Taking customer’s enquiries (for non-fault issues) and resolving these or passing on to back office resolver group - retaining ownership of resolution and communications with the customer throughout.
• Educating customers about our systems, tools and processes.
• Acting as a point of escalation and resolution if existing processes fail to deliver as they should.
• Managing some sales and contract renewals.
• Supporting the measurement of customer happiness and driving customer satisfaction upwards
• Supporting sales colleagues to prioritise and prospect for new customers.
• Supporting sales colleagues to create smart account and service development plans for existing customers.
• Coordination of pricing, quoting and ordering activities to make sure everything is done fast and right and that customers are kept up to date through the process.
• Creating “clean” orders that help customers get the exact service they need - for new orders and modifications to existing services