Customer Relationship Manager

Kuba; City of Johannesburg Metropolitan Municipality; On-site; ZAR 30 000 - 60 000; Full time

Job summary

An established industry player is seeking a skilled Customer Relationship Manager to foster and maintain long-term relationships with clients. This role is pivotal in understanding client needs and ensuring satisfaction through effective communication and problem-solving. You will collaborate with internal teams to enhance service quality and efficiency, while also managing customer orders and overseeing projects. If you are a strategic thinker with a passion for client relations, this opportunity allows you to make a significant impact while enjoying benefits like a Provident Fund and training opportunities.

Benefits

Provident Fund

Paid Time Off

Training & Development Opportunities

Qualifications

• Proven experience as a Customer Relationship Manager.
• Client-oriented mindset with strong communication skills.

Responsibilities

• Develop trust with your client portfolio.
• Resolve client queries promptly and effectively.
• Ensure service performance under maintenance contracts.

Skills

Customer Relationship Management

Communication Skills

Analytical Skills

Problem-Solving

Organizational Abilities

Teamwork

Leadership

Tools

Frontrange - Ivanti

Job description

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 client relationships by understanding their operational needs. You will serve as a key contact for Kuba, identifying their needs to promote our solutions and achieve mutual satisfaction through trusted relationships. Kuba will rely on you to find ways to outperform expectations and uphold our company's positive image.

To succeed, you should be an excellent communicator, strategic thinker with analytical skills, possess strong problem-solving abilities, and be able to quickly build rapport with customers. You will also collaborate internally with sales, business analysis, and engineering teams.

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

Responsibilities

1. Develop trust with your client portfolio.
2. Understand client needs and develop support plans.
3. Resolve client queries promptly and effectively.
4. Improve customer service quality and efficiency (organization, processes, tools, inter-department coordination).
5. Act as a communication link between clients and internal teams.
6. Prepare regular progress reports for stakeholders.
7. Ensure internal teams understand and comply with contractual obligations.
8. Meet all contractual deadlines and conditions.
9. Comply with internal policies, ISMS, and legal regulations.
10. Manage customer orders via CRM.
11. Monitor projects under warranty or maintenance contracts.
12. Coordinate tasks for customer support with relevant teams.
13. Oversee projects related to hardware or software updates, respecting deadlines, budgets, scope, and quality, and propose schedules to clients.
14. Ensure service performance under maintenance or warranty contracts and plan for renewals at least 2 months prior.
15. Alert superiors of potential contractual risks.

Minimum qualifications include proven experience as a Customer Relationship Manager, client-oriented mindset, strong communication skills, CRM knowledge (Frontrange - Ivanti), problem-solving skills, organizational abilities, teamwork, leadership, and willingness to travel.

Benefits include a salary commensurate with the position, Provident Fund, Paid Time Off, and Training & Development opportunities.