Customer Relationship Manager

Kuba Group; Johannesburg; On-site; ZAR 30 000 - 60 000; Full time

Job summary

An established industry player is seeking a skilled Customer Relationship Manager to enhance client relationships and ensure satisfaction. This role involves understanding client needs, resolving queries, and collaborating with internal teams to deliver exceptional service. You will be the key point of contact, responsible for maintaining a positive company image and ensuring compliance with contractual obligations. If you possess strong communication skills, a client-oriented mindset, and a problem-solving attitude, this opportunity is perfect for you to make a significant impact in a dynamic environment.

Benefits

Provident Fund

Paid Time Off

Training & Development

Qualifications

• Proven experience as a Customer Relationship Manager.
• Strong communication and interpersonal skills.

Responsibilities

• Develop and maintain trust relationships with clients.
• Ensure timely resolution of client queries.
• Prepare reports for stakeholders.

Skills

Communication Skills

Problem-Solving Skills

Client Relationship Management

Analytical Thinking

Organizational Skills

Teamwork

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 clients by understanding their operational requirements. You will be a key point of contact for Kuba and will identify their needs to promote our solutions and achieve mutual satisfaction through building trusted relationships. Kuba will rely on you to find ways to outperform and maintain our company's positive image.

To succeed in this role, you should be an excellent communicator, a strategic thinker with an analytical mind, possess strong problem-solving skills, and be able to quickly build rapport with customers. You will also work internally with the sales, business analyst, and engineering teams.

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

Responsibilities

• Develop a trust relationship with your portfolio of clients
• Understand our clients' needs and develop plans to support them
• Understand and resolve client queries in a timely and effective manner
• Improve the quality and efficiency of Customer Service (organization, processes, tools, inter-department coordination, etc.)
• Serve as the communication link between clients and internal teams
• Prepare regular reports of progress for internal and external stakeholders
• Ensure internal teams understand and comply with contractual obligations
• Meet all deadlines and conditions specified in contracts
• Comply with all internal policies, ISMS, and legal regulations at all times
• Manage customer orders via CRM
• Monitor projects under warranty or maintenance contracts
• Coordinate and plan tasks related to customer support in collaboration with relevant managers and teams
• Oversee projects related to hardware or software updates under maintenance or warranty, respecting deadlines, budget, scope, and quality, proposing schedules to clients with support from relevant teams
• Ensure service performance under maintenance or warranty contracts and initiate renewal processes at least 2 months before expiry
• Alert superiors if events may compromise contractual commitments

Requirements

• Proven experience as a Customer Relationship Manager
• Client-oriented mindset and ability to foster positive relationships
• Strong communication and interpersonal skills across organizational levels
• Experience in providing client-based solutions
• Knowledge of CRM practices (Frontrange - Ivanti)
• Problem-solving attitude with attention to detail
• Excellent organizational skills
• Teamwork and leadership abilities
• Willingness to travel to clients

Benefits

• Salary commensurate with the position
• Provident Fund
• Paid Time Off
• Training & Development