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Customer Relations
hace 3 semanas
A
Customer Relationship and Administration Manager
is a senior-level role responsible for nurturing client relationships and overseeing administrative functions that support the customer lifecycle. The position combines strategic oversight with hands-on management to ensure customer satisfaction and operational efficiency.
Responsible for ensuring that a project is completed on time, within budget, and to a specific standard of quality.
Role and responsibilities:
Customer relationship management:
Focus: Client satisfaction, relationship building, service quality.
o Serve as the primary point of contact for key accounts, building trust and maintaining strong, long-lasting client relationships.
o Planning and execution: Define project scope, goals, and deliverables in collaboration with stakeholders. Develop a comprehensive project plan that outlines tasks, timelines, resources, and budgets.
o Collaborate with Marketing and the team to improve customer experience.
o Monitor customer satisfaction and feedback. Conduct business reviews with clients to report on performance, share product updates, and ensure their needs are being met.
o Identify opportunities for upselling and cross-selling to drive revenue growth. Identify trends.
o Handle complex customer complaints and issues, coordinating with other departments to ensure timely and satisfactory resolutions.
Administrative management:
Focus: Efficiency, process and performance optimization
o Oversee the management and optimization of the company's Customer Relationship Management (CRM) software, ensuring data is accurate and up-to-date.
o Manage administrative tasks related to account handling, such as contracts, billing, and record-keeping.
o Use CRM data and analytics to monitor customer behavior, evaluate the effectiveness of retention strategies, and identify areas for improvement.
o Optimize workflow and operational procedures
o Manage schedules, meetings and documentation
o Create and present reports on customer satisfaction, retention rates, and other key performance indicators (KPIs) to senior management.
Team collaboration and leadership:
o Coordinate with other areas to align on execution of operational goals
o Collaborate with sales, marketing, product, and support teams to create a consistent and positive customer experience.
o Act as the "voice of the customer" internally, providing valuable feedback for product development and process improvement.
o Collaborate with internal communications (tools, templates, best practices)
Essential skills
• Customer-centric mindset: A genuine passion for delivering outstanding customer service and ensuring client success.
• Communication: Excellent verbal, written, and interpersonal skills for engaging with clients and internal teams. Very good level of English language written and spoken required.
• Problem-solving: Strong analytical and conflict-resolution abilities to address customer concerns and find effective solutions.
• Technical proficiency: Experience with CRM software and the ability to analyze data and create reports.
• Leadership: The ability to motivate and guide a team while fostering a collaborative work environment (Internal to the Company and External with Customers and Partners).
• Strategic thinking: An understanding of sales and marketing strategies to identify new opportunities for growth.
• Organizational skills: Strong time management and the ability to multitask effectively in a fast-paced environment; self-motivated and autonomous.
Reporting to:
Co-CEO's
Job location and Career path and outlook
• Hybrid: Home Office, Remote and Business Locations office time.
• Global position for Customer Projects and Company Locations across the world
• Career development opportunities on a fast growing business environment.
• Flexible hours / Managing across time zones.
About us: The Quantum Corporation
Quantum is a licensing business offering a future-proof solution to help paint manufacturers and retailers unlock capital, drive profitability, and transform business potential through our unique Quantumi12 colour creation technology. We are a team of experienced and dedicated professionals committed to ensuring our customers achieve all the benefits from our technology and continued innovation. We work from several locations and operate colour technology laboratories in Europe and the Americas to service customers globally.
