Customer Relationship Manager

Reports to: Business Support Manager


Action Duties & Responsibilities

  • Ensure customer service and best practice AWS solutions drive company revenue growth

  • Managing and maintaining processes

  • Ensure Wiki’s are documented by the relevant team and continuously updated as processes are defined and changed

  • Customer engagement & management

  • Engage with new and current customers and assist with any sales engagements where required.

  • Act as a general point of escalation for customers

  • Look for opportunities to increase the customer satisfaction experience by identifying weaknesses in systems and products while providing alternative products and solutions using best practices and industry accepted methods

  • Tool Management: Manage and maintain the tools used by the company to assist customers.

  • These tools are the likes of a CRM (Customer Relations Management), a Cloud Cost Management Platform, etc.

  • Research and Develop: Have oversight of the team researching and implementing the tools to improve efficiency across the team and for the business

  • Look for opportunities to increase the customer satisfaction experience by identifying weaknesses in systems and products while providing alternative products and solutions using best practices and industry accepted methods

  • Career development: Enhance current role and service quality through active self development.

  • Proactively and continuously upskilling, certifying and developing knowledge about existing and new products and services.

  • Stakeholder Relations: Maintain productive relationships with internal and external stakeholders

  • Liaise with Staff Share Client information with other members of the team Share work-related knowledge and skills with others

  • Liaise with Clients: Deal with Clients in a friendly, professional, and courteous manner

  • Deal with Clients’ calls within agreed internal standards

  • Deal with Clients’ issues effectively and efficiently on site

  • Customer management & engagement: Do the required account management for existing customers and maintain the relationships to ensure SO is considered for future business (Cross-selling, re-engagement with older customers etc) Research and

  • Develop Research and implement tools, products and or methods required by Clients to improve efficiency