Customer Relationship Manager

Summary about this job

Detail information about job Customer Relationship Manager. Terms and conditions vacancy

Role Highlights

• Develop a customer journey map, focused on delivering excellence service

• Deliver an exceptional customer experience.

• Fun environment with real career opportunities.

About Vault Cloud

Vault is one of the first cloud service providers globally to be certified by ASD at a 'protected' level. Vault is rapidly growing and is dedicated to providing sovereign, agile and hyper-scale cloud services to the Government and its partners. 

The Role

The purpose of this role is to plan, coordinate and manage client and customer relationships whilst identifying their needs. This role will additionally provide end to end management and assistance to our customers on their accounts at Vault Systems.

Job Tasks and Responsibilities

The duties and tasks are varied and complex needing independent judgement. Below you will find a list of the key duties and responsibilities:

• Manage a variety of customer service administration tasks and activities.

• Build and maintain business relationships with clients and key personnel within a customer organisation

• Regularly communicate with customers to align resources and support within Vault

• Assist in transitioning new opportunities for sales steam within key customers

• Inform customers on new products and services offered by Vault

• Liaise with relevant internal departments to ensure customer requirements are met

• Achieving client relationship targets and KPI’s set by CX and Sales

• Have a sound understanding of tender proposals and account leads being pursued by the sales team.

• Develop a process and procedure to ensure all accounts and status are held to the same standard.

• Manage escalations and areas of concern identified by customers

• Collaborate with the Sales team to ensure a seamless transition from sales to account management.

• Participate in the management of onboarding new accounts and clients.

• Develop and champion solutions for customer needs and wants.

• Develop metrics and procedures for measuring customer satisfaction and reviews

• Develop a customer portfolio to identify key information and trends

• Ensure continuous improvements of customer service and sales workflow from the sales perspective.

• Ensure that customers working with Vault Systems leave satisfied after every interaction.

• Report on customer trends and requests to support sales, product and services

Skills and Experience

Below is a list of the required experience, skills and qualifications that will allow you to be successful in this role.

Essential:

• Strong customer service skills

• Linux experience required - must be comfortable on the command line

• Enterprise networking experience

• Familiarity with A cloud platform (Amazon EC2, Azure, Rackspace etc)

• Experience working with Microsoft Server Platforms

Desirable:

• Experience with OpenStack technology.

• Familiarity with automation tools such as Chef, Puppet and Ansible.

• Proficiency in Windows(server) and Linux environments.

• Experience supporting enterprise applications.

Other skills include:

• Exceptional communication skills both written and verbal.

• Ability to learn quickly and think ahead.

• Work collaboratively in a team environment with a spirit of cooperation.

• Provide systematic and dependable system follow up.

• Ability to think strategically and execute quality output.