Customer Relationship Manager

We are looking for a skilled Customer Relationship Manager to maintain the operational relationship requirements of our clients. You will be responsible for maintaining long term key clients by understanding their operational requirements. You will be a key point of contact for Kuba. You will be able to identify their needs and requirements to promote our solutions and achieve mutual satisfaction by building trusted relationships. Kuba will rely on you to find ways to outperform and maintain our company’s positive image.

To succeed in this role, you should be an excellent communicator, a strategic thinker with an analytical mind, possess strong problem-solving skills and be able to quickly build rapport with customers. You will also work internally with the sales, business analyst and engineering teams.

The goal of this role is to maintain and expand the relationships with existing clients.

Responsibilities

• Develop a trust relationship with your portfolio of clients
• Understand our clients needs and develop plans to support them
• Understand and resolve our clients queries in a timely and effective manner
• Improving the quality and efficiency of Customer Service (organisation, processes, tools, inter-department coordination, etc.).

• Serve as the link of communication between our clients and internal teams
• Prepare regular reports of progress to internal and external stakeholders

• Ensure that internal teams comply and understand contractual obligations of contracts
• Ensure all deadlines and conditions described on contracts are met.

• Comply will all internal policies,  Information Security Management Systems (ISMS)  and legal regulations at all times
• Support request process is managed by CRM for customer orders

• Responsible for monitoring projects already carried out under warranty or under maintenance contract.
• Coordination, the planning of the necessary tasks within the framework of the assistance to our existing customers in collaboration with the Insurance Manager, the Technical Coordinator and the Team Leader of Customer Service.
• Monitors projects relating to additional hardware contracts or minor software developments, which can be correlated with annual updates as part of maintenance or warranty contracts, respecting deadlines, budget, scope and quality. and will propose a schedule to the client with support from the services in charge of the realisation.
• Ensures the performance of the services due under the maintenance or warranty contract and anticipates its renewal at least 2 months before the end of the contract.
• Alerts superiors as soon as an event is likely to compromise the fulfilment of contractual commitments with our existing customers.
• Comply will all internal policies,  Information Security Management Systems (ISMS)  and legal regulations at all times

• Proven experience as a Customer Relationship Manager
• Client-oriented mindset - aptitude for fostering positive relationships
• Strong communication and interpersonal skills with aptitude in building relationships with professionals of all organisational levels
• Experience in providing solutions based on clients needs
• Knowledge of customer relationship management (CRM) practices (Frontrange - Ivanti)
• Problem-solving attitude with a good attention to detail
• Excellent organisational skills
• Teamwork and leadership skills
• Travelling to Customers

• Salary commensurate with the position
• Provident Fund
• Paid Time Off
• Training & Development