By using this site, you agree that we may store and access cookies on your device. You can find out more and set your own preferences here.
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.
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.