Customer Relationship Manager

The Customer Relationship Manager is responsible for ensuring the effectiveness of the working relationship and maintaining client retention, working closely with the stakeholders within the business.

As the Customer Relationship Manager, you will be engaged in the process of ensuring the services delivered by PAV i.t Services are meeting client expectations and effective key performance indicator (KPI), critical success factors (CSF), quality assurance (QA). You will take immediate action in recognising and addressing potential issues in service delivery or project scope.

This role operates within a team who will share the responsibility for the collective PAV customer base.


Key Responsibilities
  •  Building and maintaining relationships with customers and key personnel within customer companies.

  •  Conducting business / service reviews to ensure clients are satisfied with their services.

  •   Alerting the sales account managers to opportunities for further sales 

  •  Achieving customer relationship targets and KPI's as set by the Head of Sales.

  •  Escalating and resolving any areas of concern as raised by customers.

  •  Monitoring company performance against service level agreements and flagging   potential issues.

  •   Updating the CRM and ensuring account managers are aware of changes within  customers.

  •  Liaising with internal departments to ensure customer needs are fulfilled.             

  •  Ensuring all communication, both written and verbal, is unambiguous.

  •   Management of customer conflict resolution to ensure customer fairness, support and service delivery. 

  •   Work with the Service Operations Manager to identify and assign resources and responsibilities.

  •  Work closely with relevant stake holders to ensure effective and efficient implementation of inflight  project(s).

  •  Work with PAV technical teams to define and document questions, liaise with business  via email, IM or phone to get new requirements and explain feasibility.

  • Submit project status reports to stakeholders.

  • Have an awareness of potential commercial opportunities.


Desired Skills & Experience
  • Previous experience working as a customer relationship manager or a track record of managing customer relationships.
  • Strong interpersonal skills and an ability to build rapport with customers
  • Customer facing experience of commercial and project based activities.    
  • Professional and timely production of mission critical internal and customer reports for projects and for regular customer reviews.
  • Liaise with all other teams within the business to be the communication hub for the customer for both commercial and project activity.
  • Hardworking with a strong work ethic.
  • Good technical knowledge of Desktop, Server, Network and Storage technologies.
  • Sound understanding and experience of industry standards and good practice such as ITIL V2, V3, ISO and Prince2 methodologies.
  • Active engagement with Project management best practice communities and third party suppliers.
  • Reporting of KPI, CSF and Quality metrics.
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PAV i.t. services
Reeds Lane, Sayers Common
West Sussex, BN6 9LS
General enquiries: +44 (0)1273 834 000
Support / service desk: +44 (0)1273 834 433


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